Measuring the performance of service orientated IT management

Gacenga, Francis and Cater-Steel, Aileen and Toleman, Mark and Tan, Wui-Gee (2011) Measuring the performance of service orientated IT management. Sprouts: working papers on information environments, systems and organizations, 11 (162). ISSN 1535-6078

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The growth of the service economy has resulted in service-oriented thinking. IT departments have increasingly adopted IT service management (ITSM) frameworks, particularly the IT infrastructure library (ITIL). Despite the appeal and the potential to realise benefits, the practice of ITSM is hindered by difficulty in measuring performance. Using a systematic literature review, survey and qualitative analysis, we analyse the performance measurement of the three most implemented ITIL processes: change, incident and problem management. This paper offers an empirical analysis and proposes an approach to organising ITSM performance metrics. The findings of a survey of 203 IT service managers conducted in 2009 are presented. The findings show that despite the proliferation of performance metrics, organisations implementing ITSM frameworks report challenges due to lack of expertise, limited resources and poor engagement within business.

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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: Open access, Copyright: Creative Commons Attribution-Noncommercial-No Derivative Works License.
Faculty/School / Institute/Centre: Historic - Faculty of Business and Law - School of Information Systems
Date Deposited: 30 Jan 2012 06:49
Last Modified: 26 Sep 2017 05:27
Uncontrolled Keywords: ITSM, ITIL, performance measurement, balanced scorecard
Fields of Research : 08 Information and Computing Sciences > 0899 Other Information and Computing Sciences > 089999 Information and Computing Sciences not elsewhere classified
15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150313 Quality Management
15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150312 Organisational Planning and 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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