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Recently, the Quality of the IT services were frequently talked about. Users were yelling about how bad the services are. Crisis showed up everyday. People were running around with the same word in their mouth, “Quality”. A magic word. But how to get it? Let’s take a look at the ITIL way.

What’s Quality?

“Quality is the degree to which a set of inherent characteristics fulfils requirements”¬† – From ISO 9000

“Service Quality is about ensuring customers get what they want” – From Managing Service Quality

We tend to think quality is just the number of defects and production issues. That’s a misleading thinking because it didn’t take in consideration the “customer” factor.

Actually, “Quality” is an interactive term. It’s all about satisfying and exceeding Customer Expectations. Customer is in the center of the Quality Universe.

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