ITQMM: a new model for IT processes

Information Technology (IT) Governance and IT Service and Processes Management (ITSM) are one of the priorities in organizations. Although many organizations are aware of the importance of using well-defined quality IT processes, they face the problem of how to use and improve them in practice. One of the final objectives of any ITSM policy must be to guarantee an adequate IT quality. In this sense, the use of action frameworks as Information Technology Infrastructure Library (ITIL) is essential. However, several quality models and maturity models have been developed, but they are not focused on how to measure the IT quality. As they do not include the appropriate mechanisms, it is necessary to complement them with other quality frameworks, e.g. European Foundation for Quality Management (EFQM). This paper proposes a maturity model for IT quality improvement based mainly on ITIL and EFQM.