Cater-Steel, Aileen (2011) IT service personnel: changing the culture from technology to service. In: Wang, John, (ed.) Information systems and new applications in the service sector: models and methods. Business Science Reference (IGI Global), Hershey, PA, USA, pp. 183-192. ISBN 978-1-60960-138-6; 1-60960-138-6; EISBN13: 978-1-60960-140-9
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Identification Number or DOI: doi: 10.4018/9781609601386.ch011
IT service management best practice frameworks such as the IT Infrastructure Library® (ITIL®) aim to improve the quality of service to customers. This study reports on recent surveys and case studies of organizations which have embarked on IT service management improvement. It highlights specific difficulties experienced by organizations in changing the orientation of staff to customer service rather than technology. Six factors were found to be critical in achieving an effective service-oriented philosophy. The factors are support from senior management; the threat or opportunity to outsource IT services; integration of processes to provide end-to-end service; involvement of business stakeholders; culture change of IT staff to service excellence; and the redesign of processes prior to investing in tools.
|Item Type:||Book Chapter (Commonwealth Reporting Category B)|
|Additional Information:||Chapter 11. Permanent restricted access to chapter due to publisher copyright restrictions. Print copy held in the USQ Library at call no. 658.4038011 Inf.|
|Uncontrolled Keywords:||IT service management; ITIL; IT Infrastructure Library|
|Fields of Research (FOR2008):||15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150311 Organisational Behaviour|
17 Psychology and Cognitive Sciences > 1701 Psychology > 170107 Industrial and Organisational Psychology
08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management
|Socio-Economic Objective (SEO2008):||B Ecomonic Development > 89 Information and Communication Services > 8999 Other Information and Communication Services > 899999 Information and Communication Services not elsewhere classified|
|Deposited On:||28 Feb 2011 16:15|
|Last Modified:||17 May 2012 12:34|
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