IT service departments struggle to adopt a service-oriented philosophy

Cater-Steel, Aileen (2010) IT service departments struggle to adopt a service-oriented philosophy. In: IT outsourcing: concepts, methodologies, tools, and applications. IGI Publishing (IGI Global), Hershey, PA, United States, pp. 1447-1455. ISBN 978-1-60566-770-6

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Abstract

Many IT service departments are adopting IT service management best practice frameworks such as the IT Infrastructure Library (ITIL) 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. 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. Emergent IT service frameworks such as ISO/IEC 20000, and the CMMI® for Service Delivery are discussed.


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Item Type: Book Chapter (Commonwealth Reporting Category B)
Refereed: Yes
Item Status: Live Archive
Additional Information: Chapter 5.6. Permanent restricted access to paper due to publisher copyright restrictions. Print copy not held USQ Library.
Depositing User: Dr Aileen Cater-Steel
Faculty / Department / School: Historic - Faculty of Business - School of Information Systems
Date Deposited: 04 Nov 2009 23:46
Last Modified: 03 Nov 2014 00:55
Uncontrolled Keywords: IT service management; ITIL; CMMI; ISO/IEC 20000; outsourcing
Fields of Research (FOR2008): 15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150303 Corporate Governance and Stakeholder Engagement
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): B Economic Development > 89 Information and Communication Services > 8999 Other Information and Communication Services > 899999 Information and Communication Services not elsewhere classified
Identification Number or DOI: doi: 10.4018/9781605667706
URI: http://eprints.usq.edu.au/id/eprint/6046

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