IT service management improvement - actor network perspective

Cater-Steel, A. and McBride, Neil (2007) IT service management improvement - actor network perspective. In: 15th European Conference on Information Systems (ECIS 2007) , 7-9 Jun 2007, St Gallen, Switzerland.

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Organisations are looking to best practice frameworks such as the IT Infrastructure Library (ITIL) to improve the quality of their IT Service Management. This paper describes the approach taken by a large UK-based bank in adopting ITIL and gaining certification to BS 15000 and ISO/IEC 20000. The use of cognitive mapping enables a focus on the concepts which drive the manager's view of ITIL implementation. This leads to the identification of themes which are of relevance to IT organisations adopting standards. This paper illustrates the power of actor network theory in explaining and structuring the activities of managers in their practice of service improvement. Additionally it shows how cognitive mapping can be connected to an actor network analysis to tease out the underlying mindset and connected concepts which drive the enrolment activities and influence the translation of
participants' interests. The case study illustrates a rich set of lessons to be learnt from successful implementation of new IT service processes. Managerial instruments such as organisational restructuring and the definition of new roles and processes must be backed up by appropriate
communication which provides a rationale for the changes, sets the context and draws people in.

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Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: Yes
Item Status: Live Archive
Additional Information: No evidence of copyright restrictions. Paper no. 96
Faculty / Department / School: Historic - Faculty of Business - School of Information Systems
Date Deposited: 11 Oct 2007 01:15
Last Modified: 10 Oct 2013 00:16
Uncontrolled Keywords: IT infrastructure library; ITIL; BS 15000; ISO/IEC 20000; IT service management improvement; actor network theory; cognitive mapping; case study
Fields of Research : 15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150301 Business Information Management (incl. Records, Knowledge and Information Management, and Intelligence)
15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150313 Quality Management
08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management
Socio-Economic Objective: E Expanding Knowledge > 97 Expanding Knowledge > 970108 Expanding Knowledge in the Information and Computing Sciences

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