IT service departments struggle to adopt a service-oriented philosophy
Article
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.
| Article Title | IT service departments struggle to adopt a service-oriented philosophy |
|---|---|
| Article Category | Article |
| Authors | |
| Author | Cater-Steel, Aileen |
| Journal Title | International Journal of Information Systems in the Service Sector |
| Journal Citation | 1 (2), pp. 69-77 |
| Number of Pages | 9 |
| Year | 2009 |
| Place of Publication | Hershey, PA, USA |
| Web Address (URL) | http://www.igi-global.com/articles/details.asp?ID=33297 |
| Abstract | 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. |
| 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® |
| ANZSRC Field of Research 2020 | 350710. Organisational behaviour |
| 350715. Quality management | |
| 460908. Information systems organisation and management | |
| Public Notes | File reproduced in accordance with the copyright policy of the publisher/author. |
| Byline Affiliations | School of Information Systems |
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