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Service quality management based on the application of the itil standard

Gil-Gómez, Hermenegildo and Oltra-Badenes, Raúl and Adarme-Jaimes, Wilson (2014) Service quality management based on the application of the itil standard. Dyna; Vol. 81, núm. 186 (2014); 51-56 DYNA; Vol. 81, núm. 186 (2014); 51-56 2346-2183 0012-7353 .

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URL oficial: http://revistas.unal.edu.co/index.php/dyna/article...

Resumen

The modern world has led companies to become increasingly competitive, highlighting the customer as the core element of commercialization processes, and also recognizing the need to treat all internal activities as customers in the delivery of products/services to final consumers. An important element to ensure an adequate level of customer satisfaction is the need to properly manage the required services inside business processes, where the management of technology services becomes an imperative in almost every company. This paper presents the ITIL standard, which is a framework that allows the delivery of technology services to be efficiently managed, in order to improve internal business processes and obtain other benefits such as better internal communication. After that, the use of ITIL as a frame of reference for enhancing quality is proposed, focused not only on IT but on any type of service in general.

Tipo de documento:Artículo - Article
Información adicional:Derechos de autor reservados
Palabras clave:Services, Information Technology (IT), Systems, ITIL, Customer
Unidad administrativa:Revistas electrónicas UN > Dyna
Código ID:42378
Enviado por : Dirección Nacional de Bibliotecas STECNICO
Enviado el día :13 Septiembre 2014 09:15
Ultima modificación:29 Enero 2015 15:22
Ultima modificación:29 Enero 2015 15:22
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