scholarly journals A Qualitative Case Study Identifying Metrics for ITIL Request Fulfillment Process: Perspectives of an Information Technology Service Provider Group

2019 ◽  
Vol 19 (4) ◽  
Keyword(s):  
Information Technology ◽  
Service Provider ◽  
Qualitative Case Study ◽  
Provider Group ◽  
Technology Service ◽  
Information Technology Service

scholarly journals A customer-centric approach towards evaluating single-choice information technology service provision to the parastatal sector of South Africa

2014 ◽  
Vol 9 (4) ◽  
pp. 401-412
Author(s):  
MC Cant ◽  
JW Strydom ◽  
VM Moodley ◽  
DH Tustin
Keyword(s):  
South Africa ◽  
Information Technology ◽  
Service Provision ◽  
Service Providers ◽  
User Preferences ◽  
Term Survival ◽  
Technology Service ◽  
Information Technology Service

The article presents a case study whereby the service performance of a single-choice information technology service provider in the parastatal industry of South Africa is measured against multi-choice private service providers without any provisional agreements.  The outcome of the case study reveals that single-choice service provision options with provisional agreements have a limited chance of success if they are not supported by strong service user inputs.  In fact, provisional strategies that disallow sound competition among service providers are bound to impact negatively on user preferences as well as information technology skills development opportunities that  are required to improve service provision generally and long-term survival in particular.

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