Quality management for IT services : perspectives on business and process performance

Claus-Peter Praeg and Dieter Spath, editors

1. IT service quality management / Dieter Spath, Wilhelm Bauer, Claus-Peter Praeg -- 2. e-Service quality / Jose Barrutia, Ainhize Gilsanz -- 3. Methods for service quality assurance / Manfred Bruhn -- 4. Quality management for IT services / Astrid Köhler, Ulrike Vauth -- 5. Comparison and integration of IT governance frameworks to support IT management / S. Looso, M. Goeken, W. Johannsen -- 6. Quality-oriented IT service management / Patrick Wild -- 7. Collaborative modelling of ITIL service management processes / Thomas Dressler, Konrad Ege, Rainer Heck, Heiko Klein, Sven Walter -- 8. Continual process improvement based on ITIL and process mining / Kerstin Gerke, Konstantin Petruch, Gerrit Tamm -- 9. Process assessment as a means to improve quality in IT services / Stéphane Cortina, Michel Picard, Omar Solórzano, Alain Renault -- 10. Quality management of corporate data assets / Boris Otto -- 11. Quality of cloud services / Anette Weisbecker -- 12. Focused improvements of IT service processes in a complex environment / G. Herzwurm, W. Pietsch -- 13. Application management / Marc-Oliver Kociemba -- 14. Economic aspects of quality of service for Internet based IT services / Jochen Wulf, Rdiger Zarnekow -- 15. Alignment of perceptions in information technology service quality / Lus̕ Roses -- 16. Framework for IT service value engineering / Claus-Peter Praeg

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Year of publication:	2011
Other Persons:	Praeg, Claus-Peter (contributor) ; Spath, Dieter (contributor)
Institutions:	IGI Global (contributor)
Publisher:	Hershey, Pa : IGI Global (701 E. Chocolate Avenue, Hershey, Pennsylvania, 17033, USA)
Subject:	Qualitätsmanagement \| Quality management \| Prozessmanagement \| Business process management \| Performance-Messung \| Performance measurement \| Dienstleistungsqualität \| Service quality \| Unternehmen \| Informationstechnik \| Dienstleistung
Description of contents:	"This book gives both scientists and practical experts an insight into the many different facets of IT service quality management"--Provided by publisher. Table of Contents [external.dandelon.com]

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Extent:	Online-Ressource(electronic texts (297 p. : ill.))
Type of publication:	Book / Working Paper
Language:	English
Notes:	Includes bibliographical references Restricted to subscribers or individual electronic text purchasers Mode of access: World Wide Web Also available in print.
ISBN:	978-1-61692-891-9 ; 978-1-61692-889-6 ; 1-61692-889-1 ; 978-1-61692-889-6
Other identifiers:	10.4018/978-1-61692-889-6 [DOI]
Classification:	Betriebliche Information und Kommunikation
Source:	ECONIS - Online Catalogue of the ZBW

Persistent link: https://www.econbiz.de/10011726945