IT service departments struggle to adopt a service-oriented philosophy

Cater-Steel, Aileen (2009) IT service departments struggle to adopt a service-oriented philosophy. International Journal of Information Systems in the Service Sector, 1 (2). pp. 69-77. ISSN 1935-5688

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Many IT service departments are adopting IT service management best practice frameworks such as the IT Infrastructure Library (ITIL) to improve the quality of service to customers. This study reports on recent surveys and case studies of organizations which have embarked on IT service management improvement. It highlights specific difficulties experienced by organizations. Six factors were found to be critical in achieving an effective service-oriented philosophy. The factors are support from senior management; the threat or opportunity to outsource IT services; integration of processes to provide end-to-end service; involvement of business stakeholders; culture change of IT staff to service excellence; and the redesign of processes prior to investing in tools. Emerging IT service frameworks such as ISO/IEC 20000, and the CMMI® for Service Delivery are discussed.

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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: Deposited with blanket permission of publisher.
Faculty / Department / School: Historic - Faculty of Business - School of Information Systems
Date Deposited: 05 Feb 2009 04:46
Last Modified: 03 Nov 2014 00:54
Uncontrolled Keywords: organizational culture; outsourcing of IS; process improvement; IS operations activities; systems life cycle management; information services organization; service quality; IT service management; IT infrastructure library; ITIL; ISO/IEC 20000; ISO/IEC 15504; CMMI® for service delivery; CMMI-SVC®
Fields of Research : 15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150311 Organisational Behaviour
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

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