Assessing the quality of information technology infrastructure services
| DOI | https://doi.org/10.1108/IMDS-09-2017-0415 |
| Published date | 15 October 2018 |
| Pages | 1821-1836 |
| Date | 15 October 2018 |
| Author | André Luís Policani Freitas,Gustavo Antonio Pessanha Monteiro,Helder Gomes Costa |
| Subject Matter | Information & knowledge management,Information systems,Data management systems,Knowledge management,Knowledge sharing,Management science & operations,Supply chain management,Supply chain information systems,Logistics,Quality management/systems |
Assessing the quality of
information technology
infrastructure services
André Luís Policani Freitas
Production Engineering Laboratory,
Universidade Estadual do Norte Fluminense Darcy Ribeiro,
Campos dos Goytacazes, Brazil
Gustavo Antonio Pessanha Monteiro
Department of Information Technology,
Universidade Federal Fluminense, Campos dos Goytacazes, Brazil, and
Helder Gomes Costa
Production Engineering Department,
Universidade Federal Fluminense, Niteroi, Brazil
Abstract
Purpose –Despite existing advances in information technology infrastructure services (ITISs), there
remains no consensus in the literature regarding what dimensions or criteria are best suited for the
measurement of their quality. The purpose of this paper is to fill this gap, proposing a methodological
approach to measuring the quality of ITISs, as perceived by users.
Design/methodology/approach –Cronbach’sαand item-total correlations were used to measure the
reliability of the questionnaire; multiple linear regression analysis was employed to determine the items
(criteria) most related to the quality of ITISs; and finally, importance–performance analysis was conducted to
determine the most critical criteria in service provision. An exploratory study was conducted to evaluate the
quality of ITISs at a Brazilian university.
Findings –Control of the activities of the information technology (IT) team, periodic maintenance of
hardware and software, the security policy and the skill of the labor affect the quality of services most,
relative to the dimensions of infrastructure, people and processes.
Practical implications –The results indicate what dimensions and items should be considered by
IT managers to improve the quality of ITISs. Special attention should be paid to the effective use of
equipment, software and network infrastructure: it should be ensured that these are in good working order
and can be utilized by users who expect to be trained to take advantage of their functions.
Originality/value –This paper shows how to integrate relevant techniques to assess the quality of
ITISs. An original set of criteria to evaluate the quality of ITISs, derived from a systematic review of the
literature, is suggested.
Keywords Decision making, Information management, User participation, IT services, IT performance,
Services operation and management
Paper type Research paper
Introduction
In recent decades, the development of information technology (IT) has played an important
role in the world economy. Due to the prominence of information services, IT has become a
critical tool that can enable organizations to gain competitive advantage (Wu et al., 2017).
The importance of modern information technology infrastructure services (ITISs) is widely
acknowledged, and this recognition has changed how organizations conduct day-to-day
operations (Freitas and Albernaz, 2012; Kang and Bradley, 2002). If an organization wants
to survive in the contemporary competitive market, it absolutely must have a technology
department committed to providing solutions and adding value to the organization by
helping to reduce costs (Lui et al., 2016; Saleh and Almsafir, 2013; Simões et al., 2011) and
Industrial Management & Data
Systems
Vol. 118 No. 9, 2018
pp. 1821-1836
© Emerald PublishingLimited
0263-5577
DOI 10.1108/IMDS-09-2017-0415
Received 20 September 2017
Revised 25 January 2018
6 April 2018
Accepted 15 April 2018
The current issue and full text archive of this journal is available on Emerald Insight at:
www.emeraldinsight.com/0263-5577.htm
1821
Assessing the
quality of
ITISs
expand profit expectations, controlling the information required by the business (Bayrak,
2013; Tuttle and Vandervelde, 2007).
ITISs include those services that enable communication and collaboration (e-mail, video
conferencing, instant messaging and training), data capture (internet-based data entry
systems and business intelligence portals for consumers), processing (order processing,
invoicing, contract management and account management), data storage (data centers and
databases of customer information, inventory and assets), access (access authorization,
reporting), analysis (data modeling and analysis) and maintenanceand support for operating
systems and hardware. These ITISs provide ideal equipment for users, take account of their
location and provide training for usability technology (Kieninger et al., 2011; Peppard, 2003).
IT departments are seen as service providers (Cater-Steel and Lepmets, 2014; Freitas and
Albernaz, 2012; Jia and Reich, 2011; Khalil and Ghanim, 2013). Because IT now permeates
most business processes both in and outside organizations, and IT departments are looking
for ways to identify and measure the services they provide to their customers ( Jia and
Horner, 2013), effective analysis of services provided by industries and IT companies should
take how customers perceive such IT services into consideration (Roses et al., 2009).
However, measurement of the quality of ITISs and the improvement of how the benefits
provided by IT are used are not trivial matters. Many professionals and IT companies have
insufficient knowledge of the business processes of their customers and find it difficult to
identify the real and specific needs of the end user (Gorla et al., 2010; Kieninger et al., 2011).
Conversely, many end users and businesses are unaware of the services and tools that an IT
infrastructure department offers them to improve their quality and productivity (Peppard, 2003).
Thus, given the influence of ITISs on successful organizations and the business
management difficulties inherent in the measurement of the quality of their services, this
paper presents a methodological approach to measure the quality of ITISs, using the criteria
(items) found in the scientific literature. Cronbach’sα, item-total correlation, multiple linear
regression and importance–performance analysis (IPA) are used to identify the most critical
items in the provision of ITISs.
Quality of IT services
Service quality is an abstract construct, elusive and difficult to measure as a result of three
unique featuresthe provision of serviceshas: intangibility (servicesare non-physical products
that cannot betransported, stored, measured,tested, inventoried or weighedbefore their sale),
heterogeneity(services can vary from one provider to another,from one client to another and
even from one day to another) and the inseparability between production and consumption
(services are consumed almost simultaneously with their production, making it difficult to
perform fault detection and correction before the client is affected) (Kang and Bradley, 2002;
Ma et al., 2005; Parasuraman et al., 1985).
Information technology service management (ITSM) is the implementation and
management of quality IT services that meet the needs of a business. ITSM is performed
by IT service providers through an appropriate mix of people, processes and IT. IT service
back to the client directly supports the business processes of one or more customers, and its
service-level targets should be defined in a service-level agreement. IT support services, also
known as ITISs, are not directly used for the business of the organization but are necessary
for the service provider to perform to deliver targeted customer service (OGC, 2011).
ITISs have some peculiarities that set them apart from other services and make evaluation by
the user even more subjective (Freitas and Albernaz, 2012). ITISs are more or less intangible
because, although their provision can have a predominantly physical outcome, such as
assembling a PC or installing a network connection cable, other services exist that are completely
intangible, such updating software on a computer or providing training or helpdesk support
(support service for supporting users and solving technical IT problems (Peppard, 2003).
1822
IMDS
118,9
To continue reading
Request your trial