Implementation of Quality Principles for IT service Requirements Analyse

Abstract

Abstract— An information service (IT service) in the context of the company informatics supports to execute business processes. Business processes need to be supported by targeted and relevant information services to ensure high performance. Company management perceives the information services as a necessary part of the business process and expects their error-free performance. An IT service does not represent a concrete program application but it represents the final value given to the user, i.e. user (worker) within business process. Quality IT service means that the user gets such information service that he/she needs. Generally, business process and IT service create an interconnected unit, and this whole serves customer. IT service development life cycle is supported by the sophisticated and in practice proven methods and tools; procedures of the functional and data modelling are being applied, using a structured approach or an object oriented approach. But “voice of customer” identification exist especially on the level of business process whereas their propagation to IT service definition is not so precisely defined. Article focuses on the application of the business process tools and principles for identifying and modelling of individual IT services requirements with the aim to increase a particular information service quality as a part of quality business performance.