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]: 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
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