Abstract : The rapid growth of digital technologies has increased the importance of effective IT service management. Organizations rely heavily on IT systems to deliver services, manage operations, and maintain customer relationships. As a result, maintaining high service quality in IT services has become a critical organizational priority. IT Service Management (ITSM) frameworks such as ITIL provide structured approaches to managing IT services. These frameworks focus on aligning IT services with business needs, improving service efficiency, and enhancing customer satisfaction. The SERVQUAL model is widely used to measure service quality by evaluating the gap between customer expectations and perceived service performance. The model identifies five key dimensions of service quality: tangibility, reliability, responsiveness, assurance, and empathy. In the context of IT services, these dimensions help organizations evaluate service performance and identify areas for improvement. This study examines the role of ITSM frameworks in enhancing service quality in Indian IT companies using the SERVQUAL model. Information Technology Service Management (ITSM) frameworks have become essential for organizations aiming to deliver reliable and high-quality IT services. With increasing dependence on digital infrastructure, organizations must ensure that their IT services meet customer expectations. The SERVQUAL model, developed by A. Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry, is widely used to measure service quality across five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. This study analyzes the effectiveness of ITSM frameworks in enhancing service quality in IT companies in India. The research examines six major IT companies with a total sample size of 765 respondents. The study uses descriptive statistics, SERVQUAL gap analysis, and statistical evaluation to examine service quality performance. The findings indicate that ITSM frameworks significantly improve service reliability, responsiveness, and customer satisfaction, although challenges remain in empathy and personalized service delivery.
Keywords : IT Service Management, Service Quality, SERVQUAL Model, ITSM Frameworks, Customer Satisfaction, IT Service Delivery, Service Quality Gap, Information Technology Services, Service Performance, Digital Service Management.
Cite : Ganesh, K. (2026). Analyzing It Service Management (Itsm) Frameworks And Service Quality Enhancement (1st ed., pp. 132-140). Noble Science Press. https://noblesciencepress.org/chapter/nspebeparddias2026ch-15
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