Transforming IT service management - the ITIL impact
Paper
Paper/Presentation Title | Transforming IT service management - the ITIL impact |
---|---|
Presentation Type | Paper |
Authors | Cater-Steel, Aileen (Author), Toleman, Mark (Author) and Tan, Wui-Gee (Author) |
Editors | Spencer, S. and Jenkins, A. |
Journal or Proceedings Title | Proceedings of the 17th Australasian Conference on Information Systems (ACIS 2006) |
Number of Pages | 10 |
Year | 2006 |
Place of Publication | Australia |
ISBN | 9780975841716 |
Web Address (URL) of Paper | https://aisel.aisnet.org/acis2006/81/ |
Web Address (URL) of Conference Proceedings | https://aisel.aisnet.org/acis2006/index.html |
Conference/Event | 17th Australasian Conference on Information Systems (ACIS 2006) |
Event Details | 17th Australasian Conference on Information Systems (ACIS 2006) Parent Australasian Conference on Information Systems (ACIS) Delivery In person Event Date 06 to end of 08 Dec 2006 Event Location Adelaide, Australia |
Abstract | Effective information technology service provision is key to the success of organisations. This paper presents results from five Australian organisations that implemented the Information Technology Infrastructure Library (ITIL). As a consequence, all these organisations have transformed their IT service management to provide significant benefits to their organisations, such as more rigorous control of testing and system changes, more predictable infrastructure, improved consultation with IT groups within the organisation, reduced server faults, seamless end-to-end service, documented and consistent IT service management processes across the organisation, and consistent logging of incidents. Key success factors for ITIL implementation include effective engagement of the personnel affected, support from senior management and communication of results. |
Keywords | IT service management; IT infrastructure library; ITIL; IT governance |
ANZSRC Field of Research 2020 | 359999. Other commerce, management, tourism and services not elsewhere classified |
460905. Information systems development methodologies and practice | |
460908. Information systems organisation and management | |
Public Notes | File reproduced in accordance with the copyright policy of the publisher/author. |
Byline Affiliations | Department of Information Systems |
https://research.usq.edu.au/item/9xyv0/transforming-it-service-management-the-itil-impact
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