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Authors: Maiju Hjelt 1 and Nestori Syynimaa 2

Affiliations: 1 University of Jyväskylä, Finland ; 2 University of Jyväskylä, Gerenios Ltd and Sovelto Plc, Finland

ISBN: 978-989-758-298-1

Keyword(s): IT Service Management, ITIL, Quality, Quality Management, Measurement.

Abstract: Many public and private sector organisations are depending on IT services provided by external service providers. The quality of the service affects the customer satisfaction and consequently the customer behaviour. The concept of quality has many meanings in the literature. In this paper, we study how service desk managers perceive the concept of quality and how to manage it in an organisation which has adopted ITIL. Our findings indicate that the quality is seen only in terms of how the agreed service levels are achieved. This view excludes the quality of the processes used to deliver IT services. Quality measurements are reflecting the perception of the concept of quality.

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Paper citation in several formats:
Hjelt, M. and Syynimaa, N. (2018). Quality Management in Service Desk - How Does Service Desk Managers Define and Measure Quality.In Proceedings of the 20th International Conference on Enterprise Information Systems - Volume 2: ICEIS, ISBN 978-989-758-298-1, pages 314-319. DOI: 10.5220/0006779903140319

@conference{iceis18,
author={Maiju Hjelt. and Nestori Syynimaa.},
title={Quality Management in Service Desk - How Does Service Desk Managers Define and Measure Quality},
booktitle={Proceedings of the 20th International Conference on Enterprise Information Systems - Volume 2: ICEIS,},
year={2018},
pages={314-319},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0006779903140319},
isbn={978-989-758-298-1},
}

TY - CONF

JO - Proceedings of the 20th International Conference on Enterprise Information Systems - Volume 2: ICEIS,
TI - Quality Management in Service Desk - How Does Service Desk Managers Define and Measure Quality
SN - 978-989-758-298-1
AU - Hjelt, M.
AU - Syynimaa, N.
PY - 2018
SP - 314
EP - 319
DO - 10.5220/0006779903140319

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