Exploring the impact of IT service management process improvement initiatives: a case study approach

Jantti, Marko and Rout, Terry and Wen, Lian and Heikkinen, Sanna and Cater-Steel, Aileen (2013) Exploring the impact of IT service management process improvement initiatives: a case study approach. In: 13th International Conference on Software Process Improvement and Capability Determination (SPICE 2013): Software Process Improvement and Capability Determination , 4-6 Jun 2013, Bremen, Germany.

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Abstract

IT companies worldwide have started to improve their service management processes based on best practice frameworks, such as IT Infrastructure Library (ITIL). However, many of these companies face difficulties in demonstrating the positive outcomes of IT service management (ITSM) process improvement. This has led us to investigate the research problem: What positive impacts have resulted from IT service management process improvement? The main contributions of this paper are 1) to identify the ITSM process improvement outcomes in two IT service provider organizations and 2) provide advice as lessons learnt.


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Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: Yes
Item Status: Live Archive
Additional Information: © Springer-Verlag Berlin Heidelberg 2013. Published version deposited in accordance with the copyright policy of the publisher. Permission from the publisher must be obtained to use the published article. Presented at: 13th International Conference, SPICE 2013, Bremen, Germany, June 4-6, 2013.
Faculty / Department / School: Historic - Faculty of Business and Law - School of Information Systems
Date Deposited: 24 Jun 2013 00:17
Last Modified: 01 Aug 2017 23:52
Uncontrolled Keywords: IT service management; IT infrastructure library; process improvement
Fields of Research : 15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150313 Quality Management
15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150307 Innovation and Technology Management
08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management
Socio-Economic Objective: B Economic Development > 89 Information and Communication Services > 8903 Information Services > 890301 Electronic Information Storage and Retrieval Services
Identification Number or DOI: 10.1007/978-3-642-38833-0_16
URI: http://eprints.usq.edu.au/id/eprint/23652

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