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Researchers Propose New Approach to Measure IT Service Quality

By - Source: Toms IT Pro

Is it time for a new metric in measuring IT quality?

Researchers at the University at Buffalo School of Management believe that it is time to update the way how the quality and value of the capabilities of IT service providers is measured.

According to a paper published in IEEE Transactions on Engineering Management, Rajiv Kishore, Raghav Rao, Matthew Swinarski and Eric Jackson propose an approach that evolves the Capability Maturity Model Integration (CMMI) to integrate product development and delivery.

CMMI, developed at the Carnegie Mellon Software Engineering Institute (SEI) and initially developed as the Capability Maturity Model (CMM) in between 1998 and 1997, the CMMI guideline was released in 2002 and was most recently updated to version 1.3 in November 2010 to recognize the importance of trends such as agile software development. s it time for a new metric in measuring IT quality?s it time for a new metric in measuring IT quality?

Kishore's team calls their approach Quality Distinction (QD) Capability Model, which highlights quality as its focus area. While it is based on CMMI, the researchers say that QD "also acknowledges the high importance of regularly evaluating and adapting the development and delivery processes of an IT firm," which would give managers a "better tool to measure the effectiveness of their firm's information technology capabilities."

When applied, the QD model can be used in addition to CMMI, they said. Service providers who use QD in conjunction with their CMMI certification could also use the model to provide a greater sense of credibility and capability to their customers.

The UB School of Management is recognized for its emphasis on real-world learning, community and economic impact, and the global perspective of its faculty, students and alumni. The school has been ranked by Bloomberg Businessweek, the Financial Times, Forbes, U.S. News & World Report and The Wall Street Journal for the quality of its programs and the return on investment it provides its graduates. For more information about the UB School of Management, visit