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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Official URL: http://www.acis2006.unisa.edu.au/
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.
| Item Type: | Conference or Workshop Item (Commonwealth Reporting Category E) (Paper) |
|---|---|
| Additional Information: | Authors retain copyright. |
| 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 |
| Subjects: | 280000 Information, Computing and Communication Sciences > 280100 Information Systems > 280102 Information Systems Management |
| Socio-Economic Objective (SEO2008): | E Expanding Knowledge > 97 Expanding Knowledge > 970108 Expanding Knowledge in the Information and Computing Sciences |
| ID Code: | 1612 |
| Deposited By: | |
| Deposited On: | 11 Oct 2007 10:48 |
| Last Modified: | 24 Feb 2012 15:11 |
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