Towards TQM in IT Services

Towards TQM in IT Services

WOW what a wordy article on quality.

Until reading this article I had not really thought of the different ways of measuring quality. I usually think about quality as gap quality or value quality as defined in the article.

I'm not sure where this article is meant to go or or its real purpose. It does give a good overview of the different quality definitions and there relationships to IT service, then recommends Gap and Value quality are best for measuring quality in IT TQM (total quality management).

The diagram used to model the solar system is defiantly not to scale but does give a interesting perspective on how to evaluate products and services and how the different factors affect each other.

Next is a discussion about a survey questionnaire they are going to use to test the survey questions for ambiguity, misunderstanding and vagueness of the terms used to them improve the questionnaire, there is no evidence or hows this went as this step is currently in progress at the time of publishing the article.Weird?

Maybe this article is way above me or I have no concertration\comprehension left in me after a busy day but the article doesn't seem to fit together and come to and definitive conclusion.

An Overview of IT Service Management

An Overview of IT Service Management

OK 2nd last post lets go.

This article really does give an overview of IT service management and the various frameworks available as described in the title. After reading it and viewing the information regarding which which frameworks are being adopted, "If we use ISO 9000 as a surrogate for the future adoption of the ISO/IEC 20000 standard, the forecast is for exponential growth in the adoption of ISO/IEC 20000." Where can I buy shares in a company the does ITIL testing or ISO certification the article almost looks like and investment advertisement. Or should I be developing my own frame work to sell\print money?

The article does outline some graet stats that should how the effectiveness of adopting a ITSM strategy can help a business for example "In 2000, target response time for resolving Web incidents at Caterpillar IT was 30 minutes -- but it hit that goal only30 percent of the time. After Caterpillar implemented ITIL, its IT providers hit the benchmark more than 90 percent of the time. In addition, Caterpillar has been able to grow its business exponentially in the past five years with only 1 percent increase in its IT budget."

I think some form ITSM frame work should be adopted if you in the business of IT, the benefits are well worth the effort.