Gap 4 comes from miscommunications between actual service delivery and external communications about service delivery to customers. Gap 4 occurs with inadequate communication between supplier and consumer; inadequate communication between advertising or service descriptions and what operations can actually deliver; differences in policies and procedures across branches or departments; and the general tendency to over promise and under deliver. Aside from resisting the temptation to say anything to please customers, Gap 4 resolution requires effective internal and external communications. An IT service catalog and a Service Portfolio Management effort go a long way to eliminating this gap. Service Strategy, and Continual Service Improvement address this gap.
Gap 4 occurs when the service provided does not meet customer requirements for any reason. Service Operation directly addresses this gap.
SERVQUAL positions IT to finally achieve not only SLM, but also BSM. It offers a new way to measure IT, and at the same time, it provides a self-correcting system for knowing what to do, how much to do (when to stop), and why to do itall in business terms. SERVQUAL presents a framework for utilizing all the other IT tools including CMMI, ITIL, PMI, etc. Finally, a framework (SERVQUAL) for choosing and using other tools, a framework for using the other frameworks BSM requires Brilliant.
Oh, and it this is exactly what it takes to improve IT service quality, align with business and control costs, in other words, it just might be how to do BSM.
Most recently, Hank Marquis was the director of IT Service Management Consulting at Enterprise Management Associates based in