Proactive management of IT operations to improve IT services

Jantti, Marko and Cater-Steel, Aileen (2017) Proactive management of IT operations to improve IT services. Journal of Information Systems and Technology Management, 14 (2). pp. 191-218.


IT Service Operations is a high priority improvement target for IT service providers because it is critical for business operations and involves daily interaction with customers, thus directly effecting customer satisfaction. An action research project involving three organizations explored current IT service operation activities and challenges and initiated projects to improve service operation at each organization. The findings indicate that the major challenges include reactive rather than proactive approach to IT operations management, measurement and reporting, classification of incidents, management of customer feedback, and interfaces between IT service operation processes. Recommendations are formulated to help IT service managers and theoretical contributions are provided.

Statistics for USQ ePrint 33614
Statistics for this ePrint Item
Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: Permanent restricted access to Published version, in accordance with the copyright policy of the publisher.
Faculty / Department / School: Current - Faculty of Business, Education, Law and Arts - School of Management and Enterprise
Date Deposited: 24 Jan 2018 04:43
Last Modified: 08 May 2018 01:23
Uncontrolled Keywords: IT service operations, service desk, IT service management, continual service improvement, proactive approach
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
Identification Number or DOI: 10.4301/S1807-17752017000200004

Actions (login required)

View Item Archive Repository Staff Only