Measuring the performance of IT service management
Article
Article Title | Measuring the performance of IT service management |
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Article Category | Article |
Authors | Gacenga, Francis (Author), Cater-Steel, Aileen (Author) and Toleman, Mark (Author) |
Editors | Licker, Paul S. |
Journal Title | Communications of Global Information Technology (COGIT) |
Journal Citation | 3 (2011), pp. 13-24 |
Number of Pages | 12 |
Year | 2011 |
Place of Publication | Marietta, Georgia, USA |
Web Address (URL) | http://www.ivylp.com/catalog/item/4569041/7734191.htm |
Abstract | Despite the appeal and the tremendous potential to realise benefits, the implementation of IT Service Management (ITSM) initiatives is hindered by the difficulty in quantifying benefits and measuring performance. Although a phenomenal adoption of ITSM frameworks, particularly ITIL, is observed, it is not accompanied by standardisation of ITSM performance measurement. A standardised performance measurement framework is required and the research project described in this paper is an important step in addressing that need. The objective of this paper is to provide an analysis of the performance measurement of IT service management. The findings of a recent survey are presented and a preliminary organising framework for ITSM performance measurement is developed. Using Balanced Scorecard perspectives the benefits and challenges of ITSM performance measurement and reporting are analysed and categorised. |
Keywords | ITSM, ITIL, balanced scorecard, benefits, performance measurement |
ANZSRC Field of Research 2020 | 460908. Information systems organisation and management |
460909. Information systems philosophy, research methods and theory | |
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/q0z88/measuring-the-performance-of-it-service-management
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