Delivering value through IT service management metrics

Gacenga, Francis and Cater-Steel, Aileen (2010) Delivering value through IT service management metrics. ITSMF Bulletin: Informed Intelligence, Summer. pp. 8-9.


In July 2009, itSMF Australia, the University of Southern Queensland and Queensland Health kicked off an Australian Research Council funded study to develop a performance measurement framework for Information Technology Service Management (ITSM) to improve crucial IT infrastructure in private and public sector organisations. The study is significant as it has been reported that, on average, 70% of the IT budget is spent on IT operations. Although organisations have increasingly adopted ITSM as an approach to effectively managing their IT operations, few independent empirical studies have been published exploring the benefits of ITSM. The study is being conducted in three stages over three years. In the first stage in November to December 2009 itSMF conducted a survey by sending out an online questionnaire of ITSM benefits to its 2,085 members and 263 responses were collected. We thank all who took the time to complete the survey. Detailed results of the survey will be released by the itSMF Australia in the next edition of this Bulletin.

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Item Type: Article (Commonwealth Reporting Category C)
Refereed: No
Item Status: Live Archive
Additional Information: Permanent restricted access to paper due to publisher's copyright restrictions.
Faculty / Department / School: Historic - Faculty of Business - School of Information Systems
Date Deposited: 07 Dec 2010 03:00
Last Modified: 12 Jun 2014 06:54
Uncontrolled Keywords: ITIL, IT service management, performance measurement, performance management
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 > 8903 Information Services > 890399 Information Services not elsewhere classified

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