An organisational change approach to implementing IT service management

Blumberg, Malcolm and Cater-Steel, Aileen and Soar, Jeffrey ORCID: (2014) An organisational change approach to implementing IT service management. In: 25th Australasian Conference on Information Systems (ACIS 2014): Integral IS: The Embedding of Information Systems in Business, Government and Society, 8-10 Dec 2014, Auckland, New Zealand.

Text (Published Version)
Available under License Creative Commons Attribution Non-commercial.

Download (152kB) | Preview


Although an increasing number of organisations implement the IT Infrastructure Library (ITIL) with the aim to improve Information Technology (IT) services to their customers, a significant number of ITIL implementations do not achieve the expected outcomes. Enterprise Resource Planning (ERP) and Business Process Reengineering (BPR) projects have similarities with ITIL implementations. ERP and BPR researchers using a socio-technical work systems lens have identified that using a formal change management strategy incorporating a socio-technical approach can assist in implementation success. The proposed explanatory research described in this paper seeks to identify if using a socio-technical approach to organisational change can influence the success of ITIL implementations. This paper presents the preliminary findings based on two case studies and provides a detailed view of the strategies and actions of organisations implementing ITIL. This research aims to contribute to practice and research by establishing a model for effective strategies for ITIL implementation.

Statistics for USQ ePrint 26628
Statistics for this ePrint Item
Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: Yes
Item Status: Live Archive
Additional Information: Blumberg, Cater-Steel & Soar © 2014. The authors assign to ACIS and educational and non-profit institutions a non-exclusive licence to use this document for personal use and in courses of instruction provided that the article is used in full and this copyright statement is reproduced. The authors also grant a non-exclusive licence to ACIS to publish this document in full in the Conference Papers and Proceedings. Those documents may be published on the World Wide Web, CD-ROM, in printed form, and on mirror sites on the World Wide Web. Any other usage is prohibited without the express permission of the authors.
Faculty/School / Institute/Centre: Historic - Faculty of Business, Education, Law and Arts - School of Management and Enterprise (1 Jul 2013 - 17 Jan 2021)
Faculty/School / Institute/Centre: Historic - Faculty of Business, Education, Law and Arts - School of Management and Enterprise (1 Jul 2013 - 17 Jan 2021)
Date Deposited: 24 Jan 2015 07:16
Last Modified: 01 Aug 2017 00:26
Uncontrolled Keywords: IT service management, ITIL, organisational change, socio-technical approach
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): E Expanding Knowledge > 97 Expanding Knowledge > 970108 Expanding Knowledge in the Information and Computing Sciences
B Economic Development > 89 Information and Communication Services > 8999 Other Information and Communication Services > 899999 Information and Communication Services not elsewhere classified

Actions (login required)

View Item Archive Repository Staff Only