Exploring the impact of IT service management process improvement initiatives: a case study approach
Paper
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_16
| Paper/Presentation Title | Exploring the impact of IT service management process improvement initiatives: a case study approach |
|---|---|
| Presentation Type | Paper |
| Authors | Jantti, Marko (Author), Rout, Terry (Author), Wen, Lian (Author), Heikkinen, Sanna (Author) and Cater-Steel, Aileen (Author) |
| Editors | Woronowicz, Tanja, Rout, Terry, O'Connor, Rory and Dorling, Alec |
| Journal or Proceedings Title | Communications in Computer and Information Science |
| Number of Pages | 12 |
| Year | 2013 |
| Place of Publication | Berlin, Germany |
| ISBN | 9783642388323 |
| 9783642388330 | |
| Digital Object Identifier (DOI) | https://doi.org/10.1007/978-3-642-38833-0_16 |
| Web Address (URL) of Paper | http://www.springer.com/gp/book/9783642388323?wt_mc=ThirdParty.SpringerLink.3.EPR653.About_eBook |
| Conference/Event | 13th International Conference on Software Process Improvement and Capability Determination (SPICE 2013) |
| Event Details | 13th International Conference on Software Process Improvement and Capability Determination (SPICE 2013) Event Date 04 to end of 06 Jun 2013 Event Location Bremen, Germany |
| Abstract | IT companies worldwide have started to improve their service management processes based on best practice frameworks, such as IT Infrastructure Library (ITIL). However, many of these companies face difficulties in demonstrating the positive outcomes of IT service management (ITSM) process improvement. This has led us to investigate the research problem: What positive impacts have resulted from IT service management process improvement? The main contributions of this paper are 1) to identify the ITSM process improvement outcomes in two IT service provider organizations and 2) provide advice as lessons learnt. |
| Keywords | IT service management; IT infrastructure library; process improvement |
| ANZSRC Field of Research 2020 | 350715. Quality management |
| 359999. Other commerce, management, tourism and services not elsewhere classified | |
| 460908. Information systems organisation and management | |
| Public Notes | © Springer-Verlag Berlin Heidelberg 2013. Published version deposited in accordance with the copyright policy of the publisher. Permission from the publisher must be obtained to use the published article. Presented at: 13th International Conference, SPICE 2013, Bremen, Germany, June 4-6, 2013. |
| Byline Affiliations | Griffith University |
| University of Eastern Finland | |
| School of Information Systems | |
| Series | Communications in Computer and Information Science |
| Institution of Origin | University of Southern Queensland |
| Book Title | Software process improvement and capability determination |
| Chapter Number | 16 |
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