Measuring IT service management performance: a model development

Gacenga, Francis and Cater-Steel, Aileen and Toleman, Mark ORCID: and Tan, Wui-Gee (2012) Measuring IT service management performance: a model development. In: Measuring organizational information systems success: new technologies and practices. Business Science Reference (IGI Global), Hershey, PA. United States, pp. 102-119. ISBN 978-1-4666-0170-3


Prompted by the realisation that IT is now seen as a service, with a customer focus and process orientation, the authors propose a model to measure IT service management (ITSM) performance. Measuring ITSM performance will enable organisations to demonstrate the benefit from their investment. The model is based on a systematic literature review that progressed from considering the general areas of organisation performance measurement to examining commonly used performance metrics. Although there are a number of studies on ITSM implementation, only a few considered the performance measurement of ITSM. A structured method for the design of the model was adopted through a three-level analysis. A comparison of existing performance measurement frameworks was first made to identify those that are suitable for ITSM and that would facilitate communication between the business and IT function. This was done using appropriate dimensions from past work of various performance measurement researchers. The frameworks were then classified along these dimensions to identify their completeness, eliminate unnecessary dimensions, and identify the natural dimensions for ITSM.

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Item Type: Book Chapter (Commonwealth Reporting Category B)
Refereed: Yes
Item Status: Live Archive
Additional Information: © 2012, IGI Global. Permanent restricted access to published version due to publisher copyright policy.
Faculty/School / Institute/Centre: Historic - Faculty of Business and Law - School of Information Systems (1 Jan 2011 - 30 Jun 2013)
Faculty/School / Institute/Centre: Historic - Faculty of Business and Law - School of Information Systems (1 Jan 2011 - 30 Jun 2013)
Date Deposited: 30 Jan 2012 05:58
Last Modified: 19 Apr 2017 05:50
Uncontrolled Keywords: IT service management; performance measurement; balanced scorecard; efficiency; effectiveness
Fields of Research (2008): 08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management
Fields of Research (2020): 46 INFORMATION AND COMPUTING SCIENCES > 4609 Information systems > 460908 Information systems organisation and management
Socio-Economic Objectives (2008): 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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