Implementing centralised IT service management: drawing lessons from the public sector

Tan, Wui-Gee and Cater-Steel, Aileen and Toleman, Mark and Seaniger, Rachel (2007) Implementing centralised IT service management: drawing lessons from the public sector. In: ACIS 2007: 18th Australasian Conference on Information Systems:The 3 Rs: Research, Relevance and Rigour - Coming of Age, 5-7 Dec 2007, Toowoomba, Australia.

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Abstract

[Abstract]: The IT service management model represents a paradigm shift for IT organisations as it deemphasizes the
management of IT assets and focuses on the provision of quality end-to-end IT services. This paper presents part
of an in-depth study that examines the experience of a government agency, Queensland Health, in the
implementation of a centralised IT service management model based on the ITIL framework. The paper sheds
light on the challenges and breakthroughs, distils a set of critical success factors and offers a learning
opportunity for other organisations. Outsourcing some activities and tool requirements to vendors was seen as
one contributor to success although ensuring effective technology transfer to in-house staff was also necessary.
Another success factor was centralisation of IT services. Commitment of senior management was also crucial as
was a recognition of the need for effective change management to transform the organisational culture to a
service-oriented focus.

Statistics for this ePrint Item

Item Type:	Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed:	Yes
Item Status:	Live Archive
Additional Information:	Paper no. 94
Depositing User:	Dr Aileen Cater-Steel
Faculty / Department / School:	Historic - Faculty of Business - School of Information Systems
Date Deposited:	13 Dec 2007 00:28
Last Modified:	02 Jul 2013 22:54
Uncontrolled Keywords:	centralised IT service management, IT infrastructure library, ITIL, public sector, 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 > 150307 Innovation and Technology Management 08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management
Socio-Economic Objective:	B Economic Development > 91 Economic Framework > 9104 Management and Productivity > 910406 Technological and Organisational Innovation
URI:	http://eprints.usq.edu.au/id/eprint/3599

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