Business Excellence, Vol. 2 No. 1, 2008.
Preliminary communication
QUALITY MANAGEMENT OF INFORMATION SERVICES: CASE STUDY OF THE APPLICATION OF ITIL METHOD
Mario Spremić
orcid.org/0000-0001-8114-0213
; Faculty of Economics and Business, University of Zagreb, Croatia
Davor Kostić
Abstract
In a modern market environment, an intensive use of information systems in companies is inevitable, since it enables them to be efficient and to have a competitive edge. Information systems should thus be treated as any other important business resource, which means that this ‘technological’ part of the business should be managed and planned, and its quality should be controlled. Information services are developed as a result of the operation of information systems and Information infrastructure. This paper describes the characteristics of information services and their management needs. Characteristics of the quality of information services are described, as well as methods for monitoring their quality level (CobiT, ITIL). The paper emphasizes the role of quality management of information systems and the need for its constant review. Although frequently misunderstood, information system audit is an analytical process of evaluating the performance of information systems and is an integral part of their management. A case study is presented of the application of ITIL method of auditing the quality of information services (customer support system) in a public organisation.
Keywords
quality of information system; information system audit; information service; ITIL; case study
Hrčak ID:
38540
URI
Publication date:
30.6.2008.
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