Transforming IT service management - the ITIL impact

Cater-Steel, Aileen and Toleman, Mark and Tan, Wui-Gee (2006) Transforming IT service management - the ITIL impact. In: ACIS 2006: 17th Australasian Conference on Information Systems: Thought, Leadership in IS, 6-8 Dec 2006, Adelaide, South Australia.

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Abstract

Effective information technology service provision is key to the success of organisations. This paper presents results from five Australian organisations that implemented the Information Technology Infrastructure Library (ITIL). As a consequence, all these organisations have transformed their IT service management to provide significant benefits to their organisations, such as more rigorous control of testing and system changes, more predictable infrastructure, improved consultation with IT groups within the organisation, reduced server faults, seamless end-to-end service, documented and consistent IT service management processes across the organisation, and consistent logging of incidents. Key success factors for ITIL implementation include effective engagement of the personnel affected, support from senior management and communication of results.


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Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: Yes
Item Status: Live Archive
Additional Information: Authors retain copyright.
Depositing User: Dr Aileen Cater-Steel
Faculty / Department / School: Historic - Faculty of Business - Department of Information Systems
Date Deposited: 11 Oct 2007 00:48
Last Modified: 02 Jul 2013 22:39
Uncontrolled Keywords: IT service management; IT infrastructure library; ITIL; IT governance
Fields of Research (FOR2008): 15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150307 Innovation and Technology Management
08 Information and Computing Sciences > 0806 Information Systems > 080608 Information Systems Development Methodologies
08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management
Socio-Economic Objective (SEO2008): E Expanding Knowledge > 97 Expanding Knowledge > 970108 Expanding Knowledge in the Information and Computing Sciences
URI: http://eprints.usq.edu.au/id/eprint/1612

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