Measuring Quality, Cost and Value of IT Services (Long Version)

Abstract

For the last decade, University Information Technology Services (UITS) at Indiana University has measured the satisfaction of its customers – students, faculty, and staff – with the IT services its members produced for the university community. It has used the results of these surveys to improve the range and quality of services it offers. For the last five years Activity Based Costing measures have been applied to all IT services produced by UITS. Through major organizational realignment, profound cultural changes, and the rapid evolution in hardware, software, and network technologies, UITS has pursued quality improvement, process improvement, and implementation of the Balanced Scorecard family of measures. We discuss the journey thus far with special reference to the ways in which support services are critical to the realization of full value of IT services by our customers.