The high connectivity of networks in Luxembourg has undoubtedly an important impact on the quality of service delivered (rapid exchange) but other factors must be considered in a proposed enhanced value proposition associated with services. Some examples are: service reliability (breakdown, recovery time, etc.), data security (privacy, cybercrime, etc.), user service interface (ease of use, context adaptation, etc.), or the compliance of the services to national and international regulations and standards. All these qualities of services rely both on the properties of the IT infrastructure used but also on aspects related to the quality of applications deployed on these infrastructures, plus organisational dimensions and human skills necessary for the delivery of services. Furthermore, in a world that is increasingly interconnected, where services provided by an entity will themselves depend on services provided by other entities, the concept of quality of service should be considered a systemic approach applied to a global eco-system services, and no longer at the level of a single isolated service provider.
The research unit takes up the challenge of service quality in business service systems. Its objective is to:
Research and innovation activities focus on four markets: