Gacenga, F. and Cater-Steel, A. and Tan, W. and Toleman, M. (2011) IT service management: towards a contigency theory of performance measurement. University of Southern Queensland, Toowoomba, Australia.
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Text ( USQ Research: Information Technology Service Management (ITSM) Research at the FBL, School of IS)
Information Technology Service Management (ITSM) focuses on IT service creation, design, delivery and maintenance. Measurement is one of the basic underlying elements of service science and this paper contributes to service science by focussing on the selection of performance metrics for ITSM. Contingency theory is used to provide a theoretical foundation for the study. Content analysis of interviews of ITSM managers at six organisations revealed that selection of metrics is influenced by a discrete set of factors. Three categories of factors were identified: external environment, parent organisationand IS organisation. For individual cases, selection of metrics was contingent on factors such as organisation culture, management philosophy and perspectives, legislation, industry sector, and customers, although a common set of four factors influenced selection of metrics across all organisations. A strong link was identified between the use of a corporate performance framework and clearly articulated ITSM metrics.
|Additional Information:||A videoed discussion based on a paper presented at the 2011 International Conference on Information Systems (ICIS 2011).|
|Uncontrolled Keywords:||ITSM; performance measurement; ITIL; research; collaboration; information systems|
|Depositing User:||Mr Francis Gacenga|
|Date Deposited:||12 Dec 2011 00:36|
|Last Modified:||21 Aug 2013 01:58|
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