Coorperation with Companies using ITIL

[Hoefix]

Hello,

I am a Master’s student in Business Information Systems at the University of Göttingen and as part of my master’s thesis on the “Impact of ITIL on Service Quality – From the Perspective of Consumers as well as Providers of IT Services” I am executing an empirical study within companies using the ITIL framework.

The overall purpose of this online survey is to ask both users as well as providers of IT Services about their perceived level of service quality.

Thus, your support would be of great value for my final thesis, since I would like to display a broad picture of as many actors affected by IT services as possible.

The benefits to you:
• Scientific evaluation of the survey
• Comparison with other companies regarding their service quality ( anonymously evaluated)
• Evaluation of the problems and/or potentials of your IT Services



I am looking forward to your response! For further information and inquiries you can also contact me via Email: steffen_hoefer@gmx.de

Best regards
Steffen Hoefer

[Diarmid]

Steffen,

are you aware that you are going into an area where controls are very difficult to establish? ITIL is a little less tangible than it appears. I think its characterization as a framework is an exaggeration that makes for an easy shorthand but muddies the waters when people talk in detail about what they do.

Feel free to email me if you want to discuss this in more depth.
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"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718