Performance measurement of IT service management: a case study of an Australian university

Gacenga, Francis and Cater-Steel, Aileen (2011) Performance measurement of IT service management: a case study of an Australian university. In: 15th Pacific Asia Conference on Information Systems (PACIS 2011): Quality Research in Pacific Asia, 7-11 Jul 2011, Brisbane, Australia.

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IT departments are adopting service orientation by implementing IT service management (ITSM) frameworks. Most organisations are hesitant to discuss their ITSM performance measurement practices, tending to focus more on challenges. However there are good practices that are found amidst the challenges. We present a case study that provides an account of the performance measurement practices in the ICT Division of an Australian university. This case study was conducted with the aim of understanding the internal and external factors that influence the selection of ITSM performance metrics. It also explores how and why metrics and frameworks are used to measure the performance of ITSM in organisations. Interviews were conducted to identify the specific ITSM performance metrics used and how they were derived. It was found that a number of factors internal and external to the organisation influenced the selection of the performance metrics. The internal factors include meeting the need for improved governance, alignment of IT strategy with organisation strategy, having a mechanism to provide feedback to IT customers (university staff and students). External factors include benchmarking against others in the same industry and the choice of metrics offered by ITSM software tool adopted.

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Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: Yes
Item Status: Live Archive
Additional Information: Authors retain copyright. This publication is copyright. It may be reproduced in whole or in part for the purposes of study, research, or review, but is subject to the inclusion of an acknowledgment of the source.
Faculty/School / Institute/Centre: Historic - Faculty of Business and Law - School of Information Systems
Date Deposited: 14 Jul 2011 04:25
Last Modified: 13 Feb 2015 04:16
Uncontrolled Keywords: ITSM; service science; performance measurement; case study
Fields of Research : 10 Technology > 1006 Computer Hardware > 100605 Performance Evaluation; Testing and Simulation of Reliability
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
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

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