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What are the best ways to manage IT service quality?

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IT service quality is the degree to which the IT services delivered by an organization meet or exceed the expectations and needs of its customers and stakeholders. Managing IT service quality is a crucial aspect of administrative management, as it affects the performance, reputation, and value of the organization. In this article, you will learn some of the best ways to manage IT service quality, based on the principles and practices of IT service management (ITSM).

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Vikash Kumar

Enterprise Service Manager @Dell Technologies| Process Governance| ITIL | IT Service Management | Problem-Solving |…
Martin Kirke

Delivery Lead

1 Define IT service quality criteria

The first step to manage IT service quality is to define the criteria that will be used to measure and evaluate it. These criteria should be aligned with the business goals and objectives, the customer requirements and feedback, and the industry standards and benchmarks. Some examples of IT service quality criteria are availability, reliability, security, usability, functionality, and customer satisfaction. You should also specify how these criteria will be quantified, monitored, and reported, using appropriate tools and methods.

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Vikash Kumar

Enterprise Service Manager @Dell Technologies| Process Governance| ITIL | IT Service Management | Problem-Solving | Turning IT bottlenecks into efficiency boosters.
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When we can enable our customers to achieve what they want our quality of service is justified. Solving their problems with empathy and making sure our customers feel confident and connected with us for their solutions.

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Martin Kirke

Delivery Lead
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Outsource View.. Spend time talking to the 'real customer' what do they really want? Procurement are not always the end customer, in my experience they can tie you in knots, wanting this and that, making demands that bear no relevance to the service the business actually wants or needs. Trust your experience, be flexible where you can, and always be open to change, what you start with, might not be appropriate in 12 months time. Ultimately keep it simple, perception is everything, don't get yourself into a situation where the service report is all 'green' but the actual service 'feels red', I've been there, and it's not a good place to be.

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2 Implement IT service quality standards

The next step is to implement the IT service quality standards that will guide the design, delivery, and improvement of the IT services. These standards should be based on the best practices and frameworks of ITSM, such as ITIL, ISO/IEC 20000, or COBIT. These standards provide a common language and a consistent approach for managing IT service quality across the organization. They also help to establish roles and responsibilities, processes and procedures, policies and guidelines, and tools and techniques for IT service quality management.

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Martin Kirke

Delivery Lead
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Remember this is a marathon, not a sprint (not even an Agile one). Use best practise, ITIL is a good place to start, but if your new to this, start simple and small, then evolve, you need to get the organisation into a place where you can define a roadmap that fits their objectives, and and then deliver new functions / processes gradually, evolution not revolution as an wise Service Manager once said to me. Get this all working, then it's easier to adopt things like ISO and DevOps, but you need a solid foundation to do this.

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3 Monitor and measure IT service quality

The third step is to monitor and measure the IT service quality on a regular basis, using the criteria and standards defined in the previous steps. This step involves collecting and analyzing data from various sources, such as service level agreements (SLAs), key performance indicators (KPIs), metrics and dashboards, audits and reviews, surveys and feedback, and incidents and problems. The purpose of this step is to assess the current state of IT service quality, identify the gaps and issues, and report the results and recommendations to the relevant stakeholders.

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4 Improve IT service quality

The final step is to improve the IT service quality by implementing the actions and changes that are derived from the monitoring and measurement step. This step involves planning and executing the improvement initiatives, such as service improvement plans (SIPs), projects and programs, changes and releases, and continual service improvement (CSI). The purpose of this step is to enhance the IT service quality, close the gaps and resolve the issues, and deliver value to the customers and stakeholders.

Managing IT service quality is not a one-time activity, but a continuous cycle of defining, implementing, monitoring, measuring, and improving. By following these steps, you can ensure that your IT services are of high quality, and that they support the business outcomes and customer satisfaction.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Muhammad mumtaz malik

VISION COMMUNICATION@MBA MPHILL
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According to my experience, get proper feedback of your clients and solve their problems just in time and satisfy them strategically for creating good impact on tour business, train your staff and tell them all skills to handle customers properly, records keeping of your all clients is key factor for success.

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What are the best ways to manage IT service quality?

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5

1 Define IT service quality criteria

2 Implement IT service quality standards

3 Monitor and measure IT service quality

4 Improve IT service quality

5 Here’s what else to consider

Administrative Management

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What are the best ways to manage IT service quality?

1

2

3

4

5

1 Define IT service quality criteria

2 Implement IT service quality standards

3 Monitor and measure IT service quality

4 Improve IT service quality

5 Here’s what else to consider

Administrative Management

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