服务的交付是在与客户的互动过程中进行的。服务的质量在一定程度上取决于服务提供者和客户互动的方式。组织通常都很依赖于其IT服务,并期望其IT服务不仅可以支持组织的运作,而且还可以为实现组织目标提供新的选择。并且,客户对 Delivery of services is done during the interaction with the customer. The quality of service depends in part on how the service provider interacts with the customer. Organizations are often heavily dependent on their IT services and expect their IT services to not only support the organization’s operations but also provide new options for achieving organizational goals. And, customer right