Method and system for assessing information technology service delivery

摘要

A system and method of assessing the delivery of information technology (IT) service delivery from a providing organization to a customer. The system and method include techniques for assessing the maturity of the information technology services and for identifying factors which cause or contribute to a customer's perception of poor service. The present invention focuses on the customer and what he sees, rather than on the internal processes used by the IT organization to develop and deliver services to the customer. That is, the present invention is a system which focuses on the "delivery" aspect of IT services rather than on the "production" aspects of the IT activities within the IT shop.