Implementing Quality Assurance on ITIL\'s Service Management modules
Does anybody have an answer to how to implement Quality Assurance on ITSM? I searched on the web and found that ITIL library has an old book from 1991, "Quality Management for IT Services" (ISBN: 0113305559).
The Quality Management for IT Services process describes how to plan for IT Services quality management. It covers the procedures involved, dependencies and the participating people. It also explains how to implement a Quality Management System (QMS) for IT, and what the post-implementation activities and audits are that need to be done to assure a continuous level of quality. It also says that this book supplements another ITIL library set called "Quality Management Library" (ISBN: 0113305699), from that time as well.
The only problem i have with these books is that they are from 1991. Are these books (processes, methodologies they prescribe) still current?
Re: Implementing Quality Assurance on ITIL\'s Service Management modules
What didn't work in 1991 still doesn't work today! Anyway, those are good reference materials. You need organizational buy-in to proceed.