The quest in delivering quality IT services: The case of a higher education institution
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The quest in delivering quality IT services: The case of a higher education institution Chelma Sliep 1 & Carl Marnewick 2 Received: 4 February 2020 / Accepted: 22 April 2020/ # Springer Science+Business Media, LLC, part of Springer Nature 2020
Abstract IT leaders in higher education institutions (HEI) face a challenge to incorporate the continuous transformation of technology and the way it is applied in HEIs to improve the quality of IT service delivery. Managing IT per se, became more than managing IT systems with a fixed set of knowledge and skills. IT leaders needs to manage IT as a value stream not as separate entities. Various best practices, methodologies, standards and frameworks exist which all address some aspect of the IT value stream. A multidimensional framework was designed to address the entire IT value stream and to improve the quality of service delivery and thus satisfy stakeholders’ expectations. The framework incorporates various best practices, methodologies and standards. The framework was validated using in-depth interviews. Thirty interviewees from three entities within the HEI, participated in the research. The purpose of the interviews was to determine which elements of the framework contribute to quality IT services. Respondents completed a service quality matrix as part of the interview. The results were analysed to determine the respondents’ understanding and interpretation of the delivery of quality services. The results highlighted a discrepancy between the IT department’s perception of quality service and the recipients’ perception of said services. The results also highlighted that the framework can be used to align the various service quality perceptions. Keywords IT service quality . ITIL . ITSM . Lean IT . DevOps . Services and operations .
Customer journeys
* Carl Marnewick [email protected]
1
Information and Communication Systems (ICS), University of Johannesburg, Johannesburg, South Africa
2
College of Business Economics, University of Johannesburg, Johannesburg, South Africa
Education and Information Technologies
1 Introduction Higher education institutions (HEIs) are under enormous pressure as employee and student expectations increase. Added to this pressure are the rapid changes caused by technology and globalisation which affect demands from jobs that do not exist yet, and these changes constantly increase IT costs (Casares et al. 2013; Goldstein 2006; Shark 2015). IT leaders within HEIs face the challenge to incorporate and provide for this ongoing change in technology and to find the right places and times to deploy or not to deploy these technologies in order to provide quality services to various stakeholders. To be able to provide one single solution or approach to meet the variety of IT service requirements across the various types of HEIs is a scary thought (Chester 2010). IT leaders in HEIs are under growing pressure to add value to the core education and research processes to guarantee competitive advantage (Rossi 2015). It is critical to make the rig
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