Quality Aspects in Service Management

Track Committee

Chair: Natalia Kryvinska, University of Vienna, Austria

Co-Chair: Miguel Mira da Silva, IST-UL, Portugal

Natalia Kryvinska is the University Lecturer and the Senior Researcher at the eBusiness research group at the University of Vienna’s School of Business, Economics and Statistics. She received her PhD in Electrical&IT Engineering from the Vienna University of Technology in Austria, and a Docent title (Habilitation) in Management (Management Information Systems) from Comenius University in Bartislava, Slovakia.

Her research interests include eServices/eBusiness, Service Science, Service Management and Engineering, Service Analytics, and Complex Service Systems Engineering.

Program Committee:

Albani Antonia, University of St.Gallen, Switzerland

Cater-Steel Aileen, University of Southern Queensland, Australia

Demydov Ivan, Lviv Polytechnic National University, Ukraine

Dobre Ciprian, Politehnica University of Bucharest, Romania

Feltus Christophe, Luxembourg Institute of Science and Technology, Luxembourg

Gregus Michal, Comenius University in Bratislava, Slovakia

Jantti Marko, University of Eastern Finland, Finland

Lluis Mesquida Antoni, University of the Balearic Islands, Spain

Mendes Carlos, Instituto Superior Técnico, Portugal

Renault Alain, Public Research Center Henri Tudor, Luxembourg

Call for papers:

Service quality is an abstract and elusive construct because of the nature of services – their intangibility, heterogeneity, and inseparability of consumption and production. The growth of IT services in terms of processes, frameworks and standards has been immense. ITIL, ISO/IEC 20000, CoBIT and CMMI-SVC all address service needs.

However, this shift to services in IT has not been accompanied by increased understanding of the concepts of quality and of the measurement of quality. In order for the IT service providers to sustain and improve their business, they have to guarantee the stable quality of their IT services.

While the importance of service quality has become widely recognized, its conceptualization and measurement remain understudied. Efforts have been limited to the implementation of SERVQUAL and asking simple questions from customers when service interactions are completed. IT service quality is a complex multi-faceted construct that depends on the value that the IT service brings to the business of both the IT service provider and its customers, yet rigorous measurement of IT service value is still not conducted in most service organizations.

Thus, the track on the Quality in IT Service Management at the Quatic 2016 Conference is aiming to address this gap by presenting and discussing relevant research about the quality in IT service management.

The track will bring together researchers from academia and industry interested in meeting the challenges of ITSM. Topics include, but are not limited to:

  • Taxonomies for IT service quality, productivity and innovation

  • Cloud service quality, productivity and innovation

  • IT service quality compliance monitoring (diagnostics, runtime analysis)

  • Prediction models for IT service quality

  • Prediction models for Cloud service quality

  • IT infrastructure architecture and its relation to QoS management

  • Cloud infrastructure architecture and its relation to QoS management

  • IT systems runtime adaptation strategies for achieving QoS

  • Evaluating IT service quality in SOA architectures and Clouds

  • SLA and OLA specification and conformance appraisal

  • IT quality management in the context of best practices frameworks (e.g. ITIL and COBIT)

  • Service quality standards in the context of IT (e.g. ISO/IEC QoS Framework, DMTF’s CIM standard, RM-ODP, UML Profile for QoS)

  • Model-driven approaches to support IT/Cloud service management

  • Assessment models for IT service quality

  • Case studies of ICT QoS design, implementation and delivery

  • Approaches to measuring IT service value

  • Role of IT service quality on co-creation

Submission process:

Authors should submit to http://www.easychair.org/conferences/?conf=quatic2016 a PDF version of their paper. Full Papers must be in CPS format and not exceed 6 pages, including figures, references, and appendices. Work In Progress (WIP) works with relevant preliminary results are limited to 3 pages. Submissions must be original and will be reviewed by the Track Program Committee. Accepted papers will be included in the electronic proceedings of QUATIC’2016 published by Conference Publishing Services (CPS), submitted for archiving in Xplore and CSDL, and submitted for indexing in ISI Web of Science, SCOPUS, ACM Portal, DBLP and DOI System, subject to one of the authors registering for the conference. The authors of the best papers of this thematic track will be invited to submit extended versions to the main track of the conference.

Important dates:

    • Paper submission: Sunday, April 17, May 15, 2016

    • Author's notifications: Sunday, May 15, June 12, 2016

    • Camera ready submission: Sunday, June 19, June 26, 2016

Previous Edition:

See details of the QUATIC 2014 edition of this track.