An international analysis of IT service management benefits and performance measurement

Gacenga, Francis and Cater-Steel, Aileen and Toleman, Mark (2010) An international analysis of IT service management benefits and performance measurement. Journal of Global Information Technology Management, 13 (4). pp. 28-63. ISSN 1097-198X

Abstract

It is widely accepted by Information Technology service managers that frameworks such as the IT Infrastructure Library can deliver real operational efficiencies but there are few empirical studies that investigate the benefits realised and performance metrics gathered. The objective of this paper is to provide an international analysis of IT service management benefits and performance measurement by comparing the findings from a recent Australian survey with results from a similar survey conducted in the United Kingdom and United States of America. International literature on Information Systems (IS) effectiveness and performance measurement specifically related to ITSM is reviewed and used to guide the development of the Australian survey. Both surveys report rapid uptake of ITIL(R) Version 3. There are many reported benefits supported by metrics at the process level. However, the comparative analysis of the Australian and UK/USA studies reveals that there is limited awareness of performance measurement frameworks.


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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: Permanent restricted access to published version due to publisher copyright policy.
Depositing User: Mrs Rae Jones
Faculty / Department / School: Historic - Faculty of Business - School of Information Systems
Date Deposited: 05 Nov 2010 03:38
Last Modified: 03 Jul 2013 00:04
Uncontrolled Keywords: IT service management; performance measurement; benefits realisation; ITIL; balanced scorecard
Fields of Research (FOR2008): 15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150313 Quality Management
08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management
15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150302 Business Information Systems
Socio-Economic Objective (SEO2008): B Economic Development > 89 Information and Communication Services > 8903 Information Services > 890399 Information Services not elsewhere classified
URI: http://eprints.usq.edu.au/id/eprint/8850

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