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Overview:
The IT Service - Capability Maturity Model (ITS-CMM) is a standard methodology for assessing the capabilities of information technology service organizations. This paper will discuss the experience in applying the ITS-CMM to an IT service delivery environment, specifically a centralized help desk. This help desk is the primary point of contact for nearly 3,000 IT users in the university and is a critical factor in student satisfaction with the IT services of the University. The authors believe that the LTU experience is typical of university IT Services organizations. Application of a methodology such as Service-CMM or ITIL provides IT Services leadership with a framework for improving customer service.
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| Format: | Size: | 705 KB | |
| Date: | Oct 2005 | ||
| Pages: | 19 |
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