Week 8: IT Services and Quality

Due before class:

Watch this video:

Read the following:

Kyriazoglou, Chapter 7
“Total Quality Management, Chapter 5” http://www.wiley.com/college/sc/reid/chap5.pdf
“Managing Quality for Information Technology”,http://www.qualitydigest.com/mar99/html/body_itech.html
COBIT 5: Enabling Processes – APO11 https://drive.google.com/open?id=0B8S2SZTC04ViYVRpUWxTczU4RXM

Consider the following case:

ClaimProof Insurance https://drive.google.com/open?id=0B8S2SZTC04ViRkR4SEs0bUgxdWM

Resources:

Watch this fun video for an explanation of what ITIL is all about https://www.youtube.com/watch?v=vBguassbAzo

Jan Yeoman’s Slides