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
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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.
|Item Type:||Article (Commonwealth Reporting Category C)|
|Additional Information:||No indication of copyright restrictions.|
|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|
|Deposited On:||02 Apr 2010 19:30|
|Last Modified:||25 Nov 2011 08:36|
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