Week 8: IT Services and Quality

Due before class:

Watch this video:

https://www.youtube.com/watch?v=YRGMyYMO8m4

Read the following:

• “Wikipedia: IT Service Management” https://en.wikipedia.org/wiki/IT_service_management
• “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:

If you are unfamiliar with Total Quality Management principles, read this:

• “Total Quality Management, Chapter 5”  http://www.wiley.com/college/sc/reid/chap5.pdf