Implementing IT service management: a case study focussing on critical success factors
Article
Article Title | Implementing IT service management: a case study focussing on critical success factors |
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ERA Journal ID | 32116 |
Article Category | Article |
Authors | Tan, Wui-Gee (Author), Cater-Steel, Aileen (Author) and Toleman, Mark (Author) |
Journal Title | Journal of Computer Information Systems |
Journal Citation | 50 (2), pp. 1-12 |
Number of Pages | 12 |
Year | 2009 |
Publisher | Taylor & Francis |
Place of Publication | Stillwater, OK. United States |
ISSN | 0887-4417 |
2380-2057 | |
Web Address (URL) | http://iacis.org/jcis/pdf/Tan_CaterSteel_Toleman_50_2.pdf |
Abstract | 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. |
Keywords | IT service management; IT infrastructure library; ITIL; critical success factors; CSF; public sector; case study |
ANZSRC Field of Research 2020 | 359999. Other commerce, management, tourism and services not elsewhere classified |
460908. Information systems organisation and management | |
460605. Distributed systems and algorithms | |
Public Notes | 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. |
Byline Affiliations | School of Information Systems |
https://research.usq.edu.au/item/9z8v3/implementing-it-service-management-a-case-study-focussing-on-critical-success-factors
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