Implementing IT service management: a case study focussing on critical success factors

Tan, Wui-Gee and Cater-Steel, Aileen and Toleman, Mark (2009) Implementing IT service management: a case study focussing on critical success factors. Journal of Computer Information Systems, 50 (2). pp. 1-12. ISSN 0887-4417

Abstract

Queensland Health, a large Australian government agency, implemented a centralised IT service management model based on the ITIL framework. This paper presents an in-depth case study of the implementation. It sheds light on the challenges and breakthroughs, confirms a set of factors that contributed to the project’s success and offers a learning opportunity for other organisations. The study indicates that the commitment of senior management is crucial to the project’s success as is a project champion and the recognition of the need for an appropriate change management strategy to transform the organisational culture to a service-oriented focus. Maintaining close and forthright relationships with multiple vendors facilitates technology transfer to in-house staff while a benefits realisation plan is a valuable tool for tracking and communicating tangible and intangible project benefits to the project stakeholders. An effective project governance and execution process further contributes to the implementation success.


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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: No indication of copyright restrictions.
Depositing User: Dr Wui-Gee Tan
Faculty / Department / School: Historic - Faculty of Business - School of Information Systems
Date Deposited: 02 Apr 2010 09:30
Last Modified: 24 Nov 2011 22:36
Uncontrolled Keywords: IT service management; IT infrastructure library; ITIL; critical success factors; CSF; public sector; case study
Fields of Research (FOR2008): 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
08 Information and Computing Sciences > 0805 Distributed Computing > 080501 Distributed and Grid Systems
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/6970

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