scholarly journals An Empirical Analysis of Social Dimension Factors Towards Better IT Service Quality for Malaysian Public Agencies

2018 ◽  
Vol 7 (4.35) ◽  
pp. 596
Author(s):  
Norhafizah Hanzah ◽  
Hidayah Sulaiman
Keyword(s):  
Service Quality ◽  
Technical Assistance ◽  
Social Dimension ◽  
It Services ◽  
Business Decisions ◽  
It Alignment ◽  
It Service ◽  
Business Units ◽  
Business It Alignment ◽  
The Impact

Information technology (IT) has become an important part in enabling business decisions and strategies in organizations. The IT unit established in various organizations is responsible to ensure that different business units receive the expected level of technical assistance which they require. However, in many cases, the common understanding between business and IT is rarely achieved. This leads to the debate on how business and IT can be aligned in ensuring better IT services is provided to the end-users. Hence, there is a need to identify critical social factors that lead to better alignment thus leads to better service quality. This paper aims to conceptualize how business-IT alignment would have the impact to IT services through the social aspects of cognition, shared knowledge, and communication. A model is derived from the findings of the literatures and tested within the domain of the Malaysian agriculture public sectors using quantitative method. Results indicate that there are positive impacts of social dimensions towards business-IT alignment and thus has a significant impact towards IT service quality. This model reveals the insight on the importance of social alignment dimension factors in achieving better IT service quality in government agency setting. 

Survey of senior frontline clinicians regarding the quality of information technology across the UK

2020 ◽  
Vol 26 (9) ◽  
pp. 220-226
Author(s):  
Sunny Deo
Keyword(s):  
Information Technology ◽  
Service Quality ◽  
Healthcare Delivery ◽  
It Services ◽  
Quality Of Information ◽  
It Service ◽  
Increased Risk ◽  
Questionnaire Method ◽  
The Uk

Background/Aims The quality of information technology (IT) services is key to effective healthcare delivery. However, the high aspirations of health ministers for IT services in hospitals may not be aligned with clinicians' perceptions. This study aimed to assess frontline clinicians' perceptions of the quality of IT services in their institutions. Methods The British Orthopaedics Directors Society online forum was used to invite a group of trauma and orthopaedic clinical leads from a range of hospitals to complete a short questionnaire regarding their perceptions of IT service quality in their practice. Results Negative perceptions of IT service quality were found to be common, with 45% of respondents rating their trusts' overall IT quality as poor or very poor. Of these, 13% deemed their trust's IT service quality to be so poor as to put patients at increased risk. Wide disparities were also reported between respondents' ratings of IT infrastructure quality and institutional responsiveness to concerns. Conclusions This small initial evaluation highlights concerning variations in clinicians' perceptions of IT service quality across different trusts. It also suggests the need for further, more detailed assessment and monitoring of IT quality improvement, for which the same questionnaire method may be useful.

Quality-Oriented IT Service Management

2011 ◽  
pp. 108-123
Author(s):  
Patrick Wild
Keyword(s):  
Service Quality ◽  
Service Provider ◽  
Service Management ◽  
Service Providers ◽  
It Services ◽  
Quality Model ◽  
High Quality ◽  
Quality Requirements ◽  
Reference Models ◽  
It Service

<div>Due to the increasing importance of the tertiary sector, information technology (IT) organizations need to face up to new challenges, since their daily business has changed from development and operation of information technology to the customer oriented provision and management of IT services. In order to survive in the market, service providers need to offer and manage competitive and distinctive IT services. The “Profit Impact of Market Strategies” (PIMS) program has emphasized the need for service quality as being a crucial, strategic competitive factor. However, IT service providers do not have guidance of what quality requirements are supposed to be fulfilled to provide high-quality IT services. Different reference models and frameworks such as ITIL (Information Technology Infrastructure Library), COBIT (Control Objectives for Information and related Technology) and ISO 20000 are widely used by many IT organizations for improving service management processes and performance. However, these reference models do not address the improvement of service quality in a consistent manner and it is not clear whether these models have the capability to close quality gaps which may arise within a service provider environment.</div><div><br></div><div>Therefore, this chapter proposes an IT service quality model for identifying potential quality&nbsp;gaps and quality dimensions in an IT service provider environment. Furthermore, it proposes a set of different quality requirements combined in a “Quality Requirements Model for IT Services” that are needed in order to close the respective quality gaps and fulfill the individual quality dimensions. The model is developed by mapping&nbsp;the reference models ITIL v3, COBIT and ISO 20000 to the previously developed quality model. The results of the mappings emphasize that all three models are partially capable to close the individual gaps of the quality model as well as to guarantee the fulfillment of respective quality dimensions. The fulfillment of these developed quality requirements can be utilized as a guideline for providing and managing high-quality IT services in the long term.</div><div><br></div><div>Finally, the maturity level is analyzed and pointed out that most of the quality requirements are assigned to maturity stage 2 or 3. This implies that an IT service provider does not necessarily have to reach a maturity stage 4 or 5 being able offering high service quality.</div><div><br></div><div>In summary, the chapter provides guidance and quality-oriented IT Service Management to answer the following questions:</div><div><br></div><div><ul><li>What kind of quality gaps exist in a service provider environment?<br></li><li>Do reference models such as ITIL, COBIT and ISO 20000 have the capability to close quality gaps which may arise within a service provider environment?<br></li><li>What processes, activities and functions from which reference model are needed in order to close the respective gaps?<br></li><li>What quality requirements need to be implemented in order to provide high-quality IT services?<br></li><li>What maturity level do service providers need to reach in order to fulfill quality requirements?<br></li></ul></div>

scholarly journals CLASSIFICATION OF IT ENTERPRISES: ACCOUNTING ASPECT

2021 ◽  
Author(s):  
Gabriella Loskorikh
Keyword(s):  
Consumer Involvement ◽  
Information Support ◽  
It Services ◽  
Tax Base ◽  
It Service ◽  
High Staff Turnover ◽  
It Enterprise ◽  
The Impact ◽  
It Enterprises

The relevance of the article is justified by the growing indicators of the IT sector. Despite the quarantine restrictions, most IT companies are more profitable. However, the growth rate is lower than before quarantine. This requires special attention to the organization of information support of the management process, which would take into account the specific features of IT enterprises. The main purpose of the article is to determine the characteristics of IT companies that have a decisive influence on the organization of accounting in these companies. This goal is realized on the basis of the application of methods of observation, comparison, analysis, synthesis, generalization. To harmonize the categorical apparatus, the essence of the concepts that are the result of the activities of the IT enterprise – IT service, IT product and IT product, from the standpoint of their reflection in the account. The impossibility of their identification is confirmed. They have different accounting implications for both the IT company and the customer depending on the terms of the contract and the purposes of further use. The specific properties of IT services are characterized, which include: the complexity of the IT service; low level of consumer involvement in the process; remote interaction between manufacturer and user. The influence of these features on the organization of accounting is described, in particular, the organization of analytical accounting and the development of management reporting. The need for deep knowledge of an accountant working in the IT field is substantiated. The mistakes made by accountants if their training in this area is carried out at an inadequate level are summarized. The main errors are incorrect classification of transactions, the presence of inaccuracies in accounting, overstatement of the tax base. Identified characteristics of IT enterprises (scalability, significant risks, high staff turnover) make additional demands on the organization of accounting. The areas that need the most attention to create the appropriate information support for the management of the IT enterprise are reflected. Prospects for further research are to reveal the impact of these features on the organization and methods of accounting in these enterprises.

Process Assessment as a Means to Improve Quality in IT Services

2011 ◽  
pp. 168-191
Author(s):  
Stéphane Cortina ◽  
Michel Picard ◽  
Omar Valdés Solórzano ◽  
Alain Renault
Keyword(s):  
Service Management ◽  
Process Assessment ◽  
Improve Quality ◽  
It Services ◽  
Assessment Framework ◽  
Standard Process ◽  
It Service ◽  
The Impact ◽  
Generic Process

The main objective of this chapter is to present how a formal and standard process assessment - thanks to its repeatable approach and its comparable results - can be an invaluable contribution for improving the IT services in a continual way. This chapter introduces ISO/IEC 15504, the international standard for process assessment. As a generic process assessment framework, ISO/IEC 15504 can be used for determining the capability of processes of any domain. The authors of this chapter have applied this framework in the field of IT Service Management. Their works (described below) have enabled to develop the TIPA® methodology, based on ITIL® version 2. The chapter then discusses the impact that assessments can have on the quality of the assessed processes and, as a consequence, on the services supported by these processes. The chapter finishes by presenting an example of the results and the lessons learnt as perceived by adopters of TIPA.

IT Service Quality Management

2011 ◽  
pp. 1-21 ◽  
Author(s):  
Dieter Spath ◽  
Wilhelm Bauer ◽  
Claus-Peter Praeg
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Business Performance ◽  
Service Management ◽  
Focal Point ◽  
Research Literature ◽  
It Services ◽  
It Effectiveness ◽  
It Service ◽  
Service Quality Management

IT service management is a focal point of interest for practitioners, managers and researchers. In this chapter, the authors outline the field of IT service quality management - a topic that has not been adequately discussed in research literature to date. The authors introduce a framework for IT service quality management and show how the framework can be applied to different phases of an IT service lifecycle. Furthermore, they illustrate possible effects of IT service quality on business performance. For this reason, they define indicators, which are effective measures of business performance, and the relations between indicators and IT service quality. Due to the increased use of modular IT services and the high pressure on IT effectiveness and IT efficiency, IT service quality management has the potential to become a highly relevant topic for IT service providers and IT departments within enterprises.

The impact of managing IT on business-IT alignment and firm performance: an empirical study

foresight ◽  
2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Aboobucker Ilmudeen
Keyword(s):  
Firm Performance ◽  
Study Finding ◽  
Strong Impact ◽  
Business Managers ◽  
It Investment ◽  
Content Type ◽  
It Alignment ◽  
Business It Alignment ◽  
The Impact ◽  
Practical Implications

Purpose Though prior studies have attempted to explore the various effects of managing information technology (IT) investment on firm performance, the mechanism through which management of IT impact on firm performance rests less clear. The purpose of this study is to examine the impact of managing IT and business-IT alignment on firm performance. Design/methodology/approach Drawing on the resource-based theory and process theory, this study examines how managing IT impacts business-IT alignment and firm performance. The primary survey of 182 responses from IT and business managers from Sri Lanka was empirically examined. Findings The findings reveal that managing IT has a positive and strong impact on business-IT alignment and firm performance. Further, business-IT alignment partially mediates between managing IT investment and firm performance relationships. Research limitations/implications Today, businesses have invested a massive amount of money in IT investment, and the return on this investment is always a serious concern for managers and industry practitioners. This study finding proposes meaningful insights on managing IT, business-IT alignment and firm performance. Originality/value This study opens up the black box on the above nomological linkage and contributes to the literature by extending the theoretical lenses while suggesting insightful and practical implications.

Perceived Technical Service Quality and Information Satisfaction at the Ministry of Communications, Kuwait

2013 ◽  
Vol 26 (2) ◽  
pp. 64-90 ◽  
Author(s):  
Omar E. M. Khalil ◽  
Haitham G. A. Ghanim
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
It Management ◽  
It Service ◽  
Situational Characteristics ◽  
System Use ◽  
Private And Public ◽  
Sector Type ◽  
The Impact

Information technology (IT) has become the backbone for many of today’s organizations in the private and public sectors. However, identifying users’ information satisfaction as well as their perception of the strengths and weaknesses of IT service represents a major challenge for IT management. This research explored the perceived IT service quality (SQ) and user satisfaction (US), the effect of SQ on US, and the impact of a number of demographic and situational characteristics on SQ and US in the Ministry of Communications (MOC) of Kuwait. Three SQ dimensions have emerged, including empathy/assurance, reliability, and tangibles. Users, however, are not certain about the quality of the provided IT service. They are also somewhat satisfied with the systems they regularly use. Age, nationality, job type, sector type, and system use varyingly affect SQ and US. SQ has also emerged as an important determinant of US. These findings as well as their implications are further discussed in the paper.

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