What is it about?
Despite existing advances in information technology infrastructure services (ITISs), there remains no consensus in the literature regarding what dimensions or criteria are best suited for the measurement of their quality. The purpose of this paper is to fill this gap, proposing a methodological approach to measuring the quality of ITISs, as perceived by users.
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Why is it important?
Control of the activities of the information technology (IT) team, periodic maintenance of hardware and software, the security policy and the skill of the labor affect the quality of services most, relative to the dimensions of infrastructure, people and processes.
Perspectives
The results indicate what dimensions and items should be considered by IT managers to improve the quality of ITISs. Special attention should be paid to the effective use of equipment, software and network infrastructure: it should be ensured that these are in good working order and can be utilized by users who expect to be trained to take advantage of their functions.
Professor Helder Gomes Costa
Universidade Federal Fluminense
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This page is a summary of: Assessing the quality of information technology infrastructure services, Industrial Management & Data Systems, August 2018, Emerald,
DOI: 10.1108/imds-09-2017-0415.
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