IT Service Management: Customer Perspective

Abstract

To ensure that internal IT services will support business and contribute to its objectives, it is necessary to know who is actually a customer of this service, to find out what his interests are and to ensure that the value that is required is delivered through service system in requested quality. The paper gives an insight on a service from the customer point of view. It includes essential areas related to the customer, which are perceived value and quality of services and also methods that should be included in themanagement process. The results are the partial recommendations and IT service quality model. The resource is literature research of de facto standards for IT management like ITIL, COBIT and MBI and monographs dealing with the quality of service.