The most important benchmark for quality is customer satisfaction – this is true for software solutions as well as for providing IT solutions. The IT Infrastructure Library (ITIL) defines the standard for software providers. Even at the early stage of service-design, all responsible employees from the development department and the IT-administration must be involved in the process.
S&N considers these aspects under the reference „Application Management” within the Value Chain Guidance. With Application Management we mean all concepts and techniques that deal with monitoring of services and collecting data in the service-area. This data is used for the professional- and IT-rating to optimize the service.
You will find additional information in the chapter „Application Management: Provide service quality from a business perspective“, of the upcoming book „Quality Management for IT Services: Perspectives on Business and Process Performance“, published by IGI Global. The other chapters cover publications on economical and sociological perspectives on quality and IT services, over to case studies from the quality assurance.