000136822 001__ 136822
000136822 005__ 20190117210536.0
000136822 02470 $$2ISI$$a000267695800002
000136822 037__ $$aCONF
000136822 245__ $$aToward a Service Management Quality Model
000136822 260__ $$bSpringer$$c2009
000136822 269__ $$a2009
000136822 336__ $$aConference Papers
000136822 490__ $$aLecture Notes in Computer Science
000136822 520__ $$a[Context and motivation] Service Management has been steadily gaining in importance in many organizations and is becoming a major force of change in IT departments. ITIL, one of the main service management frameworks, defines the value of a service for its customers as the sum of the service utilities and service warranties but provides no specific rules for defining them. [Question/problem] Companies, IT departments and their consultants face difficulties defining utilities and warranties, as well as identifying their value for customers. [Principal ideas/results] We propose a general framework for understanding service requirements and for analyzing the quality of a service. The framework is based on General Systems Thinking. We define service utilities as norms created by the service for a given stakeholder. Service warranties then protect the stakeholder from variations of these norms as a result of threats. Value is created when the norms are maintained within the tolerance range of the stakeholder. Risk is defined as the possibility of detrimental consequences for a stakeholder if the norm is pushed outside its tolerance range. [Contribution] We believe that this work has the potential to advance theory and practice of service management in both academia and industry, and to reduce the risk of overlooking important service properties when defining service requirements.
000136822 6531_ $$aService Utilities
000136822 6531_ $$aService Warranties
000136822 6531_ $$aNorms
000136822 6531_ $$aTolerances
000136822 700__ $$0243384$$g113300$$aRegev, Gil
000136822 700__ $$aHayard, Olivier
000136822 700__ $$aGause, Donald C.
000136822 700__ $$g112464$$aWegmann, Alain$$0241922
000136822 7112_ $$dJune 8-9, 2009$$cAmsterdam$$a15th International Working Conference on Requirements Engineering: Foundation for Software Quality (RefsQ'09)
000136822 773__ $$tProceedings of the 15th International Working Conference on Requirements Engineering: Foundation for Software Quality (RefsQ'09)
000136822 909C0 $$xU10412$$0252193$$pLAMS
000136822 909CO $$pconf$$pIC$$ooai:infoscience.tind.io:136822
000136822 937__ $$aLAMS-CONF-2009-001
000136822 973__ $$rREVIEWED$$sPUBLISHED$$aEPFL
000136822 980__ $$aCONF