A Review of Service Quality Elements towards the Overlapping IT Framework Process on the IT Hardware Support Services (ITHS)

Abstract

Many large organizations use the information technology (IT) service processes to deliver IT services within the service level agreement (SLA). In order to support and expand the business, an organization needs to be able to promise reliable and effective information technology (IT) Service Quality. Nevertheless, each of the IT frameworks has many components and processes. This is difficult for the organization as it involves management commitment, complicated process diagrams, general work instructions, it does not assign process owners, and concentrating too much on performance. It can also be troublesome because it does not include a roadmap or description of key process areas for change, but rather only defines the priorities of each implementing stage. Several of these IT frameworks are not combined and possibly unified to provide such a dominant IT framework developed, especially for IT hardware support services (ITHS). The combination of reliability, assurance, responsiveness, empathy, and tangibles in the IT framework can complement the Service Quality dimension as it enhances the quality of services, especially in the IT hardware support services. This approach is used to measure the IT service department, especially the hardware support services, as it reflects the operational performance of the organization. This study is proposed to assist organizations with multiple frameworks completion constraints by enlightening them the overlapping frameworks before its implementation. This study adopted the design science research (DSR) as its methodology. The objective of this study is to demonstrate and evaluate the proposed ITHS. This study represents a novel and state of the art piece to the body of knowledge. The organization can also apply it to improve its IT services. It is found that the proposed maturity model as complete and useful. Positively, this study enhances the conflicting problem in the structure and suggests that some organization do not realize the real maturity level of their IT system. Researchers can identify and develop a maturity model for multiple application for its current IT systems processes. The findings of this study is strengthened by the creation of a specific maturity overlap that involves the most renowned IT frameworks on the market which improves the way organizations manage the complexity of overlapping frameworks.

Implementation of suitable information technology governance frameworks for Moroccan higher education institutions

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Enhancing IT audit effectiveness with agile methodologies: A conceptual exploration

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A comprehensive review of it governance: effective implementation of COBIT and ITIL frameworks in financial institutions

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“…In the rapidly evolving landscape of financial institutions, effective IT governance plays a pivotal role in ensuring operational efficiency, regulatory compliance, and risk mitigation (Al Faruq, et. al., 2020, Bin Ahmad, Ibrahim & Bin Ngah, 2020, Samiei & Habibi, 2021. With the increasing reliance on technology to deliver financial services, the need for robust IT governance frameworks has become paramount .…”