IT-Service Cachet — Managing IT-Service Performance and IT-Service Quality
HICSS '06 Proceedings of the 39th Annual Hawaii International Conference on System Sciences - Volume 02
Integration of domain-specific IT processes and tools in IBM service management
IBM Systems Journal
PROFES'12 Proceedings of the 13th international conference on Product-Focused Software Process Improvement
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E-government services require certain service levels to be achieved as they replace traditional channels. E-government also increases the dependence of government agencies on information technology based services. High quality services entail high performance, availability and scalability among other service characteristics. Strict measures are required to help e-governments evaluate the service level and assess the quality of the service. In this paper we introduce the IT Infrastructure Library (ITIL) framework - a set of best practices to achieve quality service and overcome difficulties associated with the growth of IT systems [17][21]. We conducted an in depth assessment and gap analysis for both of the service support and service delivery processes [16], in a government institution, which allowed us to assess its maturity level within the context of ITIL. We then proposed and modeled these processes in accordance to ITIL best practices and based upon agency aspirations and environment constraints.