Performance measurement of IT service management: a case study of an Australian university
Paper
Paper/Presentation Title | Performance measurement of IT service management: a case study of an Australian university |
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Presentation Type | Paper |
Authors | Gacenga, Francis (Author) and Cater-Steel, Aileen (Author) |
Editors | Seddon, Peter and Gregor, Shirley |
Journal or Proceedings Title | Proceedings of the 15th Pacific Asia Conference on Information Systems (PACIS 2011) |
ERA Conference ID | 43961 |
Number of Pages | 13 |
Year | 2011 |
Place of Publication | Brisbane, Australia |
ISBN | 9781864356441 |
Web Address (URL) of Paper | http://aisel.aisnet.org/pacis2011/63/ |
Conference/Event | 15th Pacific Asia Conference on Information Systems (PACIS 2011): Quality Research in Pacific Asia |
Pacific Asia Conference on Information Systems (PACIS) | |
Event Details | Pacific Asia Conference on Information Systems (PACIS) PACIS Rank A A A A A A A A A A A A A A A A A A A A A A A A |
Event Details | 15th Pacific Asia Conference on Information Systems (PACIS 2011): Quality Research in Pacific Asia Event Date 07 to end of 11 Jul 2011 Event Location Brisbane, Australia |
Abstract | IT departments are adopting service orientation by implementing IT service management (ITSM) frameworks. Most organisations are hesitant to discuss their ITSM performance measurement practices, tending to focus more on challenges. However there are good practices that are found amidst the challenges. We present a case study that provides an account of the performance measurement practices in the ICT Division of an Australian university. This case study was conducted with the aim of understanding the internal and external factors that influence the selection of ITSM performance metrics. It also explores how and why metrics and frameworks are used to measure the performance of ITSM in organisations. Interviews were conducted to identify the specific ITSM performance metrics used and how they were derived. It was found that a number of factors internal and external to the organisation influenced the selection of the performance metrics. The internal factors include meeting the need for improved governance, alignment of IT strategy with organisation strategy, having a mechanism to provide feedback to IT customers (university staff and students). External factors include benchmarking against others in the same industry and the choice of metrics offered by ITSM software tool adopted. |
Keywords | ITSM; service science; performance measurement; case study |
ANZSRC Field of Research 2020 | 400904. Electronic device and system performance evaluation, testing and simulation |
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 |
Institution of Origin | University of Southern Queensland |
https://research.usq.edu.au/item/q0vz7/performance-measurement-of-it-service-management-a-case-study-of-an-australian-university
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