IT leaders in higher education institutions (HEI) face a challenge to incorporate the continuous transformation of technology and the way it is applied in HEIs to improve the quality of IT service delivery. Managing IT per se, became more than managing IT systems with a fixed set of knowledge and skills. IT leaders needs to manage IT as a value stream not as separate entities. Various best practices, methodologies, standards and frameworks exist which all address some aspect of the IT value stream. A multi-dimensional framework was designed to address the entire IT value stream and to improve the quality of service delivery and thus satisfy stakeholders’ expectations. The framework incorporates various best practices, methodologies and standards. The framework was validated using in-depth interviews. Thirty interviewees from three entities within the HEI, participated in the research. The purpose of the interviews was to determine which elements of the framework contribute to quality IT services. Respondents completed a service quality matrix as part of the interview. The results were analysed to determine the respondents’ understanding and interpretation of the delivery of quality services. The results highlighted a discrepancy between the IT department’s perception of quality service and the recipients’ perception of said services. The results also highlighted that the framework can be used to align the various service quality perceptions.

高等教育机构（HEI）的IT领导者面临着将技术的不断变革及其在HEI中的应用方式结合起来以提高IT服务交付质量的挑战。管理IT本身已不仅仅是管理具有固定知识和技能的IT系统。IT领导者需要将IT作为价值流而不是单独的实体进行管理。存在各种最佳实践，方法论，标准和框架，它们都解决了IT价值流的某些方面。设计了一个多维框架来解决整个IT价值流，并提高服务交付的质量，从而满足利益相关者的期望。该框架结合了各种最佳实践，方法论和标准。该框架已通过深入访谈得到验证。来自HEI内三个实体的30名受访者参加了研究。访谈的目的是确定框架的哪些元素有助于提供优质的IT服务。受访者填写了服务质量矩阵作为访谈的一部分。对结果进行分析，以确定受访者对优质服务的理解和解释。结果突显了IT部门对优质服务的理解与接受者对上述服务的理解之间的差异。结果还强调，该框架可用于调整各种服务质量感知。受访者填写了服务质量矩阵作为访谈的一部分。对结果进行分析，以确定受访者对优质服务的理解和解释。结果突显了IT部门对优质服务的理解与接受者对上述服务的理解之间的差异。结果还强调，该框架可用于调整各种服务质量感知。受访者填写了服务质量矩阵作为访谈的一部分。对结果进行分析，以确定受访者对优质服务的理解和解释。结果突显了IT部门对优质服务的理解与接受者对上述服务的理解之间的差异。结果还强调，该框架可用于调整各种服务质量感知。