Author(s)

P.G. Raymont

Abstract

One needs to distinguish between the requirement for high quality software on the one hand and high quality service to users on the other. For successful information systems both are needed. The paper describes and critically evaluates some UK Government guidelines relating to quality IT services, covering a number of topics, in particular service level management, problem management, the role of the help and finally, configuration management. 1. Introduction Over the past thirty years or so, there has been an enormous investment of effort in devising tools to enable high quality systems and software to be produced. The SQM series of conferences is witness to this in the field of software production. However, it is one thing to have quality software, and another thing to deliver a quality service to users based on this software.

Keywords