Tan, Wui-Gee and Cater-Steel, Aileen and Toleman, Mark and Seaniger, Rachel (2007) Implementing centralised IT service management: drawing lessons from the public sector. In: ACIS 2007: 18th Australasian Conference on Information Systems:The 3 Rs: Research, Relevance and Rigour - Coming of Age, 5-7 Dec 2007, Toowoomba, Australia.
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[Abstract]: The IT service management model represents a paradigm shift for IT organisations as it deemphasizes the management of IT assets and focuses on the provision of quality end-to-end IT services. This paper presents part of an in-depth study that examines the experience of a government agency, Queensland Health, in the implementation of a centralised IT service management model based on the ITIL framework. The paper sheds light on the challenges and breakthroughs, distils a set of critical success factors and offers a learning opportunity for other organisations. Outsourcing some activities and tool requirements to vendors was seen as one contributor to success although ensuring effective technology transfer to in-house staff was also necessary. Another success factor was centralisation of IT services. Commitment of senior management was also crucial as was a recognition of the need for effective change management to transform the organisational culture to a service-oriented focus.
|Item Type:||Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)|
|Additional Information:||Paper no. 94|
|Uncontrolled Keywords:||centralised IT service management, IT infrastructure library, ITIL, public sector, case study|
|Subjects:||280000 Information, Computing and Communication Sciences > 280100 Information Systems > 280102 Information Systems Management|
|Depositing User:||Dr Aileen Cater-Steel|
|Date Deposited:||13 Dec 2007 00:28|
|Last Modified:||02 Jul 2013 22:54|
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