IT service management improvement - actor network perspective

Cater-Steel, A. and McBride, Neil (2007) IT service management improvement - actor network perspective. In: ECIS 2007: 15th European Conference on Information Systems, 7-9 Jun 2007, St Gallen, Switzerland.

Metadata

HTML CitationEndNoteDublin CoreReference Manager

Full text available as:

[img]
Preview
PDF (Accepted Version) - Requires a PDF viewer such as GSview, Xpdf or Adobe Acrobat Reader
71Kb
[img]
Preview
PDF (Published Version) - Requires a PDF viewer such as GSview, Xpdf or Adobe Acrobat Reader
89Kb
[img]
Preview
PDF (Documentation) - Requires a PDF viewer such as GSview, Xpdf or Adobe Acrobat Reader
196Kb

Official URL: http://aisel.aisnet.org/ecis2007/96

Abstract

Organisations are looking to best practice frameworks such as the IT Infrastructure Library (ITIL) to improve the quality of their IT Service Management. This paper describes the approach taken by a large UK-based bank in adopting ITIL and gaining certification to BS 15000 and ISO/IEC 20000. The use of cognitive mapping enables a focus on the concepts which drive the manager’s view of ITIL implementation. This leads to the identification of themes which are of relevance to IT organisations adopting standards. This paper illustrates the power of actor network theory in explaining and structuring the activities of managers in their practice of service improvement. Additionally it shows how cognitive mapping can be connected to an actor network analysis to tease out the underlying mindset and connected concepts which drive the enrolment activities and influence the translation of participants’ interests. The case study illustrates a rich set of lessons to be learnt from successful implementation of new IT service processes. Managerial instruments such as organisational restructuring and the definition of new roles and processes must be backed up by appropriate communication which provides a rationale for the changes, sets the context and draws people in.

Item Type:Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Additional Information:No evidence of copyright restrictions. Paper no. 96
Uncontrolled Keywords:IT infrastructure library; ITIL; BS 15000; ISO/IEC 20000; IT service management improvement; actor network theory; cognitive mapping; case study
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 > 150313 Quality Management
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:2882
Deposited By:
Deposited On:11 Oct 2007 11:15
Last Modified:11 Apr 2012 15:20

Archive Staff Only: edit this record