Implementing IT service management: a case study focussing on critical success factors

Tan, Wui-Gee and Cater-Steel, Aileen and Toleman, Mark (2009) Implementing IT service management: a case study focussing on critical success factors. Journal of Computer Information Systems, 50 (2). pp. 1-12. ISSN 0887-4417


Queensland Health, a large Australian government agency, implemented a centralised IT service management model based on the ITIL framework. This paper presents an in-depth case study of the implementation. It sheds light on the challenges and breakthroughs, confirms a set of factors that contributed to the project' success and offers a learning opportunity for other organisations. The study indicates that the commitment of senior management is crucial to the project's success as is a project champion and the recognition of the need for an appropriate change management strategy to transform the organisational culture to a service-oriented focus. Maintaining close and forthright relationships with multiple vendors facilitates technology transfer to in-house staff while a benefits realisation plan is a valuable tool for tracking and communicating tangible and intangible project benefits to the project stakeholders. An effective project governance and execution process further contributes to the implementation success.

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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: This publication is copyright. It may be reproduced in whole or in part for the purposes of study, research, or review, but is subject to the inclusion of an acknowledgment of the source.
Faculty / Department / School: Historic - Faculty of Business - School of Information Systems
Date Deposited: 02 Apr 2010 09:30
Last Modified: 12 Feb 2015 05:10
Uncontrolled Keywords: IT service management; IT infrastructure library; ITIL; critical success factors; CSF; public sector; case study
Fields of Research : 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
08 Information and Computing Sciences > 0805 Distributed Computing > 080501 Distributed and Grid Systems
Socio-Economic Objective: E Expanding Knowledge > 97 Expanding Knowledge > 970108 Expanding Knowledge in the Information and Computing Sciences

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