Management Science · 2014 · 51 citations · 2 references
ManagementInformation SystemsQuality ManagementIt Service ManagementQuality AssuranceQuality EngineeringAccreditationCertificationInformation Systems AuditQuality Management SystemsQuality StandardsTechnology Standards ManagementCase Study EvaluationCertificates Of ServiceCertification MechanismsInformation Technology SupportIso 9001 Quality Management SystemsIt Operations ManagementIt Service Quality Management
There is an increasing demand for quality on the market, especially when the approach is related to IT which is a dynamic area and more important to companies each day. This paper was elaborated with the objective to describe relevant information to the NBR ISO/IEC 20000-1 certification process based on the experience of the company CJHT in the area of Remote Support to the user. The methodology used is classified as qualitative in which, through a documental research, criticisms were made regarding the implementation process. At the end of the article, there is an analysis of the benefits versus the employed effort coming to the conclusion that there are benefits for the organization and its collaborators. Moreover, the main difficulties found in the certification process were reported.
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An overview of IT service management
Stuart D. Galup, Ronald Dattero, Jim J. Quan et al. · Communications of the ACM · 2009 · 184 citations