TY - GEN
T1 - A multi-dimensional information technology service quality framework
AU - Sliep, Chelma
AU - Marnewick, Carl
N1 - Publisher Copyright:
© IAMOT 2019.
PY - 2019
Y1 - 2019
N2 - Information technology (IT) leaders in HEIs face a challenge to incorporate and provision for the continuous transformation of technology and the way it is applied in HEIs to improve the quality of IT service delivery to satisfy their stakeholders’ expectations. It is inevitable that managing IT has become much more than just managing of IT systems with a fixed set of knowledge and skills. Simply implementing new technologies and innovations does not necessarily give an organisation the competitive edge, and technology does not have a significant influence when it comes to improving business processes. Various best practices, methodologies, standards and frameworks exist today which all address some feature of the IT value stream. Organisations, achieving stability and agility, recognise, agree, change and effortlessly integrate more than one framework. IT, although not the core business of an organisation, is an important part of the organisation and IT should dynamically change its philosophy, standards and its way of thinking to meet the rapidly changing, everyday organisational necessities. In recent years, IT is managed as a value stream and not as a localised domain and should be looked at through the lean and systems thinking viewpoint to identify any obstacles and interruptions as these are the cause of limitations in the value stream. A multi-dimensional framework is designed for the integration of continuous transformation of technology and its application in HEIs to improve the quality of service delivery to satisfy their stakeholders’ expectations. The framework provides strategies to minimise complexity through recognition, standardisation, automation and optimisation of the IT value stream. The framework aims to use existing documented processes and standards to rapidly advance management processes and flow. The benefits of this article include contribution to the body of knowledge of quality service delivery and IT leaders can use the framework to apply lean and agile principles to overcome the silo approach and keep up with the perseverance to deliver quality IT services to enable them to become high performance organisations.
AB - Information technology (IT) leaders in HEIs face a challenge to incorporate and provision for the continuous transformation of technology and the way it is applied in HEIs to improve the quality of IT service delivery to satisfy their stakeholders’ expectations. It is inevitable that managing IT has become much more than just managing of IT systems with a fixed set of knowledge and skills. Simply implementing new technologies and innovations does not necessarily give an organisation the competitive edge, and technology does not have a significant influence when it comes to improving business processes. Various best practices, methodologies, standards and frameworks exist today which all address some feature of the IT value stream. Organisations, achieving stability and agility, recognise, agree, change and effortlessly integrate more than one framework. IT, although not the core business of an organisation, is an important part of the organisation and IT should dynamically change its philosophy, standards and its way of thinking to meet the rapidly changing, everyday organisational necessities. In recent years, IT is managed as a value stream and not as a localised domain and should be looked at through the lean and systems thinking viewpoint to identify any obstacles and interruptions as these are the cause of limitations in the value stream. A multi-dimensional framework is designed for the integration of continuous transformation of technology and its application in HEIs to improve the quality of service delivery to satisfy their stakeholders’ expectations. The framework provides strategies to minimise complexity through recognition, standardisation, automation and optimisation of the IT value stream. The framework aims to use existing documented processes and standards to rapidly advance management processes and flow. The benefits of this article include contribution to the body of knowledge of quality service delivery and IT leaders can use the framework to apply lean and agile principles to overcome the silo approach and keep up with the perseverance to deliver quality IT services to enable them to become high performance organisations.
KW - DevOps
KW - IT Service Quality
KW - ITIL
KW - ITSM
KW - Lean IT
KW - Operations
KW - Services
UR - http://www.scopus.com/inward/record.url?scp=85081100425&partnerID=8YFLogxK
M3 - Conference contribution
AN - SCOPUS:85081100425
T3 - Managing Technology for Inclusive and Sustainable Growth - 28th International Conference for the International Association of Management of Technology, IAMOT 2019
SP - 796
EP - 808
BT - Managing Technology for Inclusive and Sustainable Growth - 28th International Conference for the International Association of Management of Technology, IAMOT 2019
A2 - Jain, Karuna
A2 - Sangle, Shirish
A2 - Gupta, Ruchita
A2 - Persis, Jinil
A2 - R., Mukundan
PB - Excel India Publishers
T2 - 28th International Conference for the International Association of Management of Technology: Managing Technology for Inclusive and Sustainable Growth, IAMOT 2019
Y2 - 7 April 2019 through 11 April 2019
ER -