The Impact of Software Quality Assurance on Incident Management of Information Technology Service Management (ITSM) A Field Study on Website’s Development Companies in Jordan أثر ضمان جودة البرمجيات على إدارة الحوادث كخدمة داعمة إلدارة خدمات تكنولوجيا المعلومات دراسة ميدانية على شركات تطوير المواقع الالكترونية األردنية

الشيخ, فاتن عمر (2017) The Impact of Software Quality Assurance on Incident Management of Information Technology Service Management (ITSM) A Field Study on Website’s Development Companies in Jordan أثر ضمان جودة البرمجيات على إدارة الحوادث كخدمة داعمة إلدارة خدمات تكنولوجيا المعلومات دراسة ميدانية على شركات تطوير المواقع الالكترونية األردنية. Masters thesis, جامعة الشرق الاوسط.

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Abstract

This research aims at investigating the impact of software quality assurance on incident management of information technology service management (ITSM) in Jordanian websites development companies; the population of the study includes all employees working in websites development companies in Jordan. (660) questionnaires were distributed on-line, only (264) questionnaire returned. The researcher used descriptive study method and data collected from responses of the study questionnaire was used through Statistical Package for Social Science (SPSS). The study explored number of important and significant results that can be summarized as follow: The study shows high impact of software quality assurance (software testing) on ITSM incident management in term of reducing system incident urgency and incident impact. Based on study result and conclusions the following recommendations are suggested: Jordanian websites development companies are recommended to use automated testing rather than manual testing because of its accuracy XIII and lower cost, also companies must rely continuously on customer’s feedback to improve websites services to ensure quality all the time, finally Jordanian websites development adopt incident management plan and it must be proportion with organizational realistic, achievable ,to deal with any incident appear. Keywords: Software Quality Assurance, ITSM (Information Technology Service Management), Incident Management.

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