Improving Service Delivery Through Integrated Quality Initiatives: A Case Study

Providers of highly reliable Information Technology (IT) services have historically adopted multiple service delivery quality standards and have obtained certificates of registration or certification associated with these standards. This paper presents a case study involving a provider of IT infrastructure services and solutions. The paper describes the business context of the service provider, its approach to the analysis of the requirements of multiple standards, process integration efforts (both local and global), and the reuse of documentation and other evidentiary data in the context of obtaining certificates of registration or certifications.