IT service personnel: changing the culture from technology to service
Edited book (chapter)
Chapter Title | IT service personnel: changing the culture from technology to service |
---|---|
Book Chapter Category | Edited book (chapter) |
ERA Publisher ID | 2177 |
Book Title | Information systems and new applications in the service sector: models and methods |
Authors | |
Author | Cater-Steel, Aileen |
Editors | Wang, John |
Page Range | 183-192 |
Chapter Number | 11 |
Number of Pages | 10 |
Year | 2011 |
Publisher | IGI Global |
Place of Publication | Hershey, PA. United States |
ISBN | 9781609601386 |
Digital Object Identifier (DOI) | https://doi.org/10.4018/9781609601386.ch011 |
Web Address (URL) | http://www.igi-global.com/bookstore/titledetails.aspx?TitleId=45940 |
Abstract | IT service management best practice frameworks such as the IT Infrastructure Library® (ITIL®) aim 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 in changing the orientation of staff to customer service rather than technology. 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. |
Keywords | IT service management; ITIL; IT Infrastructure Library |
ANZSRC Field of Research 2020 | 350710. Organisational behaviour |
520104. Industrial and organisational psychology (incl. human factors) | |
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 |
Institution of Origin | University of Southern Queensland |
https://research.usq.edu.au/item/q07x9/it-service-personnel-changing-the-culture-from-technology-to-service
1884
total views21
total downloads0
views this month0
downloads this month