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: St. Amant, Kirk, (ed.) IT outsourcing: concepts, methodologies, tools, and applications. Business Science Reference (IGI Global), Hershey, PA, United States, pp. 1447-1455. ISBN 978-1-60566-770-6

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Official URL: http://new.igi-global.com/Bookstore/Details.aspx?tid=660

Identification Number or DOI: doi: 10.4018/9781605667706

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.

Item Type:	Book Chapter (Commonwealth Reporting Category B)
Additional Information:	Chapter 5.6. Permanent restricted access to paper due to publisher copyright restrictions. Print copy not held USQ Library.
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
Subjects:	280000 Information, Computing and Communication Sciences > 280100 Information Systems > 280102 Information Systems Management
Socio-Economic Objective (SEO2008):	B Ecomonic Development > 89 Information and Communication Services > 8999 Other Information and Communication Services > 899999 Information and Communication Services not elsewhere classified
ID Code:	6046
Deposited By:	Dr Aileen Cater-Steel
Deposited On:	05 Nov 2009 09:46
Last Modified:	26 Mar 2012 10:59

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