IT service management: towards a contigency theory of performance measurement

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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Abstract

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.


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Item Type: Other
Item Status: Live Archive
Additional Information: A videoed discussion based on a paper presented at the 2011 International Conference on Information Systems (ICIS 2011).
Depositing User: Dr Francis Gacenga
Faculty / Department / School: Historic - Faculty of Business and Law - School of Information Systems
Date Deposited: 12 Dec 2011 00:36
Last Modified: 21 Aug 2013 01:58
Uncontrolled Keywords: ITSM; performance measurement; ITIL; research; collaboration; information systems
Fields of Research (FOR2008): 15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150301 Business Information Management (incl. Records, Knowledge and Information Management, and Intelligence)
15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150307 Innovation and Technology Management
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/20394

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