IT-Service Cachet - Managing IT-Service Performance and IT-Service Quality

Abstract

The growing complexity in the management of IT-services is an important aspect for IT-managers. Due to outsourcing and the development of the increasing modularization of IT-services and IT-infrastructures there is a rising challenge for companies to manage their IT-service performance. Especially developments in the IT-service sector like IT-services "on demand" and service oriented IT architectures underline the sustainable trend using services from an external partner. Most concepts for IT-service management concentrate on existing infrastructures and services. Within the development of an IT service cachet, we widen the scope of the performance management and focus on the phase of the procurement of IT services. The article introduces a framework for IT-service performance management and focuses on a cachet for IT-services to evaluate offers from external service providers in the procurement process.

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