Measuring the performance of IT service management

Gacenga, Francis and Cater-Steel, Aileen and Toleman, Mark (2011) Measuring the performance of IT service management. Communications of Global Information Technology (COGIT), 3 (2011). pp. 13-24. ISSN 1947-4822


Despite the appeal and the tremendous potential to realise benefits, the implementation of IT Service Management (ITSM) initiatives is hindered by the difficulty in quantifying benefits and measuring performance. Although a phenomenal adoption of ITSM frameworks, particularly ITIL, is observed, it is not accompanied by standardisation of ITSM performance measurement. A standardised performance measurement framework is required and the research project described in this paper is an important step in addressing that need. The objective of this paper is to provide an analysis of the performance measurement of IT service management. The findings of a recent survey are presented and a preliminary organising framework for ITSM performance measurement is developed. Using Balanced Scorecard perspectives the benefits and challenges of ITSM performance measurement and reporting are analysed and categorised.

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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: Permanent restricted access to paper - copyright held by Ivy League Publishing.
Faculty/School / Institute/Centre: Historic - Faculty of Business and Law - School of Information Systems
Date Deposited: 08 Feb 2012 00:28
Last Modified: 26 Sep 2017 05:13
Uncontrolled Keywords: ITSM, ITIL, balanced scorecard, benefits, performance measurement
Fields of Research : 08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management
08 Information and Computing Sciences > 0806 Information Systems > 080611 Information Systems Theory
Socio-Economic Objective: B Economic Development > 89 Information and Communication Services > 8903 Information Services > 890399 Information Services not elsewhere classified

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