Information technology service quality enhancement with the ITIL–7 steps improvement model

Information Technology has entered people's lives very short time ago, but it has become indispensable for people by providing various experiences in a short time. This situation has increased the expectation of the users and has always made it necessary to provide the same quality of service. Therefore, there is a need to carry out a study to ensure that the information technologies provided are presented in certain standards, and beyond that, to ensure that this quality is increased. Among the many world-wide standards in the field of information technologies, ITIL, which is the most recognized, is a framework that has started to develop in our country. In this study, the main activities of ITIL framework were examined and the most useful practices were determined and their applications were discussed. In this context, the study; studied the possible relationship between quality of service and "7 Steps Improvement Model". In order to determine this relationship, it has been examined the activities carried out in order to increase the quality of the services provided to its customers by an institution providing services in the field of information technologies to its customers in sectors such as finance, telecom and energy. As a result of the research, it has been determined that the applied "7 Steps Improvement Model" provides approach to previously agreed targets (SLA) in the services provided to the customer.