An organisational change approach to implementing IT service management
Paper
Paper/Presentation Title | An organisational change approach to implementing IT service management |
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Presentation Type | Paper |
Authors | Blumberg, Malcolm (Author), Cater-Steel, Aileen (Author) and Soar, Jeffrey (Author) |
Editors | Tan, Felix and Bunker, Deborah |
Journal or Proceedings Title | Proceedings of the 25th Australasian Conference on Information Systems (ACIS 2014) |
Number of Pages | 10 |
Year | 2014 |
Place of Publication | Auckland, New Zealand |
Web Address (URL) of Paper | http://hdl.handle.net/10292/8159 |
Conference/Event | 25th Australasian Conference on Information Systems (ACIS 2014) |
Event Details | Rank A A A A A A A A A A |
Event Details | 25th Australasian Conference on Information Systems (ACIS 2014) Parent Australasian Conference on Information Systems (ACIS) Delivery In person Event Date 08 to end of 10 Dec 2014 Event Location Auckland, New Zealand |
Abstract | Although an increasing number of organisations implement the IT Infrastructure Library (ITIL) with the aim to improve Information Technology (IT) services to their customers, a significant number of ITIL implementations do not achieve the expected outcomes. Enterprise Resource Planning (ERP) and Business Process Reengineering (BPR) projects have similarities with ITIL implementations. ERP and BPR researchers using a socio-technical work systems lens have identified that using a formal change management strategy incorporating a socio-technical approach can assist in implementation success. The proposed explanatory research described in this paper seeks to identify if using a socio-technical approach to organisational change can influence the success of ITIL implementations. This paper presents the preliminary findings based on two case studies and provides a detailed view of the strategies and actions of organisations implementing ITIL. This research aims to contribute to practice and research by establishing a model for effective strategies for ITIL implementation. |
Keywords | IT service management, ITIL, organisational change, socio-technical approach |
ANZSRC Field of Research 2020 | 460908. Information systems organisation and management |
Public Notes | Blumberg, Cater-Steel & Soar © 2014. The authors assign to ACIS and educational and non-profit institutions a non-exclusive licence to use this document for personal use and in courses of instruction provided that the article is used in full and this copyright statement is reproduced. The authors also grant a non-exclusive licence to ACIS to publish this document in full in the Conference Papers and Proceedings. Those documents may be published on the World Wide Web, CD-ROM, in printed form, and on mirror sites on the World Wide Web. Any other usage is prohibited without the express permission of the authors. |
Byline Affiliations | Faculty of Business, Education, Law and Arts |
School of Management and Enterprise | |
Institution of Origin | University of Southern Queensland |
https://research.usq.edu.au/item/q2ww1/an-organisational-change-approach-to-implementing-it-service-management
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