IT service management: towards a contingency theory of performance measurement

Gacenga, Francis and Cater-Steel, Aileen and Tan, Wui-Gee and Toleman, Mark (2011) IT service management: towards a contingency theory of performance measurement. In: 32nd International Conference on Information Systems (ICIS 2011), 4-7 Dec 2011, Shanghai, China.

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Information Technology Service Management (ITSM) focuses on IT service creation, design, delivery and maintenance. Measurement is one of the basic underlying elements of service science and this paper contributes to service science by focussing on the selection of performance metrics for ITSM. Contingency theory is used to provide a theoretical foundation for the study. Content analysis of interviews of ITSM managers at six organisations revealed that selection of metrics is influenced by a discrete set of factors. Three categories of factors were identified: external environment, parent organisationand IS organisation. For individual cases, selection of metrics was contingent on factors such as organisation culture, management philosophy and perspectives, legislation, industry sector, and customers, although a common set of four factors influenced selection of metrics across all organisations. A strong link was identified between the use of a corporate performance framework and clearly articulated ITSM metrics.

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Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: Yes
Item Status: Live Archive
Additional Information: © 2011 by the AIS/ICIS Administrative Office. 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
Date Deposited: 25 Jun 2012 06:57
Last Modified: 16 Feb 2015 01:34
Uncontrolled Keywords: IT service management; contingency theory; content analysis; IT infrastructure library; performance measurement; service science
Fields of Research : 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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