IT service personnel: changing the culture from technology to service

Cater-Steel, Aileen (2011) IT service personnel: changing the culture from technology to service. In: Information systems and new applications in the service sector: models and methods. IGI Publishing (IGI Global), Hershey, PA. United States, pp. 183-192. ISBN 978-1-60960-138-6


IT service management best practice frameworks such as the IT Infrastructure Library® (ITIL®) aim 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 in changing the orientation of staff to customer service rather than technology. 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.

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Item Type: Book Chapter (Commonwealth Reporting Category B)
Refereed: Yes
Item Status: Live Archive
Additional Information: Chapter 11. Permanent restricted access to chapter due to publisher copyright restrictions.
Faculty/School / Institute/Centre: Historic - Faculty of Business and Law - School of Information Systems
Date Deposited: 28 Feb 2011 06:15
Last Modified: 22 Aug 2017 04:35
Uncontrolled Keywords: IT service management; ITIL; IT Infrastructure Library
Fields of Research : 15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150311 Organisational Behaviour
17 Psychology and Cognitive Sciences > 1701 Psychology > 170107 Industrial and Organisational Psychology
08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management
Socio-Economic Objective: 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: 10.4018/9781609601386.ch011

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