What's Your PMF challenge?
Article
Gacenga, Francis and Cater-Steel, Aileen. 2010. "What's Your PMF challenge?" ITSMF Bulletin: Informed Intelligence. Winter, pp. 15-17.
| Article Title | What's Your PMF challenge? |
|---|---|
| Article Category | Article |
| Authors | Gacenga, Francis (Author) and Cater-Steel, Aileen (Author) |
| Journal Title | ITSMF Bulletin: Informed Intelligence |
| Journal Citation | Winter, pp. 15-17 |
| Number of Pages | 3 |
| Year | 2010 |
| Place of Publication | Melbourne, Australia |
| Web Address (URL) | http://www.itsmf.org.au/resource/itsmfabulletin/ |
| Abstract | The popularity of ITSM frameworks is not matched by measurement of benefits and performance and there is little research quantifying the benefits and performance measurement of ITSM implementation. The extensive adoption of ITSM frameworks by organisations may point to the acceptance by IT service managers that frameworks such as ITIL and standards such as ISO/IEC 20000 can deliver real operational efficiencies, ultimately translating into revenue-increasing and cost-reducing benefits. Organisations implementing ITSM initiatives report realisation of benefits in cost savings and standardisation in delivery of IT service and support. However, despite the appeal and the tremendous potential to realise benefits, the implementation of ITSM initiatives is slowed not only by the size of the investment required but also by the difficulty in quantifying benefits and linking operational and financial benefits together. To address this challenge the University of Southern Queensland (USQ) in partnership with itSMF Australia and Queensland Health (QH) are progressing 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. Recently, in November to December 2009 itSMF conducted an online survey of ITSM benefits. In total, 263 responses were collected. We thank all who took the time to complete the survey. Preliminary results were reported in the summer 2010 edition of this bulletin. The survey reveals what performance measurement frameworks and metrics are being used. Key benefits from the overall ITSM implementation and the single biggest challenge in measuring and reporting ITSM were first analysed, then aggregated along themes and mapped to the BSC perspectives. This article presents the state of practice in ITSM performance measurement from itSMF Australia members. |
| Keywords | ITIL, IT service management, performance management framework, balanced scorecard, survey |
| ANZSRC Field of Research 2020 | 460908. Information systems organisation and management |
| Public Notes | Files associated with this item cannot be displayed due to copyright restrictions. |
| Byline Affiliations | School of Information Systems |
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Shrestha, Anup, Collins, Paul and Cater-Steel, Aileen. 2013. "ITSM process assessments using ISO/IEC 15504 for CSI." Informed Intelligence: ITSMF Australia Bulletin.E-learning service delivery quality: a determinant of user satisfaction
Alsabawy, Ahmed Younis, Cater-Steel, Aileen and Soar, Jeffrey. 2013. "E-learning service delivery quality: a determinant of user satisfaction." Kats, Yefim (ed.) Learning management systems and instructional design: best practices in online education. Hershey, PA. United States. IGI Global. pp. 89-127Exploring the impact of IT service management process improvement initiatives: a case study approach
Jantti, Marko, Rout, Terry, Wen, Lian, Heikkinen, Sanna and Cater-Steel, Aileen. 2013. "Exploring the impact of IT service management process improvement initiatives: a case study approach." Woronowicz, Tanja, Rout, Terry, O'Connor, Rory and Dorling, Alec (ed.) 13th International Conference on Software Process Improvement and Capability Determination (SPICE 2013). Bremen, Germany 04 - 06 Jun 2013 Berlin, Germany. https://doi.org/10.1007/978-3-642-38833-0_16The role of IT service management in green IT
Cater-Steel, Aileen and Tan, Wui-gee. 2010. "The role of IT service management in green IT." ITSMF Bulletin: Informed Intelligence.IT infrastructure and its role in the success of e-learning systems: measurement and causal models
Alsabawy, Ahmed Younis, Cater-Steel, Aileen and Soar, Jeffrey. 2012. "IT infrastructure and its role in the success of e-learning systems: measurement and causal models." Fonseca, Benjamin (ed.) 18th Conference of the European University Information Systems: A 360 Degree Perspective on IT/IS in Higher Education (EUNIS 2012). Vila Real, Portugal 20 - 22 Jun 2012 Vila Real, Portugal.IT infrastructure services as a requirement for e-learning system success
Alsabawy, Ahmed Younis, Cater-Steel, Aileen and Soar, Jeffrey. 2013. "IT infrastructure services as a requirement for e-learning system success." Computers and Education. 69, pp. 431-451. https://doi.org/10.1016/j.compedu.2013.07.035The effect of service delivery quality on customer value of e-learning systems
Alsabawy, Ahmed Younis, Cater-Steel, Aileen and Soar, Jeffrey. 2012. "The effect of service delivery quality on customer value of e-learning systems." Rocha, Alvaro, Calvo-Manzano, Jose, Reis, Luis Paulo and Cota, Manuel Perez (ed.) 7th Iberian Conference on Information Systems and Technologies (CISTI 2012). Madrid, Spain 20 - 23 Jun 2012 Portugal.A model to select processes for IT service management improvement
Shrestha, Anup, Cater-Steel, Aileen, Tan, Wui-Gee and Toleman, Mark. 2012. "A model to select processes for IT service management improvement." Lamp, John (ed.) 23rd Australasian Conference on Information Systems (ACIS 2012). Geelong, Australia 03 - 05 Dec 2012 Geelong, Australia.A proposal and evaluation of a design method in design science research
Gacenga, Francis, Cater-Steel, Aileen, Toleman, Mark and Tan, Wui-Gee. 2012. "A proposal and evaluation of a design method in design science research." Electronic Journal of Business Research Methods. 10 (2), pp. 89-100.Towards an improved IT service desk system and processes: a case study
Jäntti, Marko, Cater-Steel, Aileen and Shrestha, Anup. 2012. "Towards an improved IT service desk system and processes: a case study." International Journal on Advances in Systems and Measurements. 5 (3 & 4), pp. 203-215.Identifying the determinants of e-learning service delivery quality
Alsabawy, Ahmed Younis, Cater-Steel, Aileen and Soar, Jeffrey. 2012. "Identifying the determinants of e-learning service delivery quality." Lamp, John (ed.) 23rd Australasian Conference on Information Systems (ACIS 2012). Geelong, Australia 03 - 05 Dec 2012 Geelong, Australia.A performance measurement framework for IT service management
Gacenga, Francis Njoroge. 2013. A performance measurement framework for IT service management. PhD Thesis Doctor of Philosophy. University of Southern Queensland.Extending the IT service quality measurement framework through a systematic literature review
Lepmets, Marion, Cater-Steel, Aileen, Gacenga, Francis and Ras, Eric. 2012. "Extending the IT service quality measurement framework through a systematic literature review." Journal of Service Science Research. 4 (1), pp. 7-47. https://doi.org/10.1007/s12927-012-0001-6