Proactive management of IT operations to improve IT services
Article
Jantti, Marko and Cater-Steel, Aileen. 2017. "Proactive management of IT operations to improve IT services." Journal of Information Systems and Technology Management. 14 (2), pp. 191-218. https://doi.org/10.4301/S1807-17752017000200004
| Article Title | Proactive management of IT operations to improve IT services |
|---|---|
| ERA Journal ID | 31273 |
| Article Category | Article |
| Authors | Jantti, Marko (Author) and Cater-Steel, Aileen (Author) |
| Journal Title | Journal of Information Systems and Technology Management |
| Journal Citation | 14 (2), pp. 191-218 |
| Number of Pages | 28 |
| Year | 2017 |
| Place of Publication | Brazil |
| ISSN | 1807-1775 |
| Digital Object Identifier (DOI) | https://doi.org/10.4301/S1807-17752017000200004 |
| Web Address (URL) | http://www.jistem.fea.usp.br/index.php/jistem/article/view/10.4301%25S1807-17752017000200004 |
| Abstract | IT Service Operations is a high priority improvement target for IT service providers because it is critical for business operations and involves daily interaction with customers, thus directly effecting customer satisfaction. An action research project involving three organizations explored current IT service operation activities and challenges and initiated projects to improve service operation at each organization. The findings indicate that the major challenges include reactive rather than proactive approach to IT operations management, measurement and reporting, classification of incidents, management of customer feedback, and interfaces between IT service operation processes. Recommendations are formulated to help IT service managers and theoretical contributions are provided. |
| Keywords | IT service operations, service desk, IT service management, continual service improvement, proactive approach |
| ANZSRC Field of Research 2020 | 460908. Information systems organisation and management |
| Public Notes | Files associated with this item cannot be displayed due to copyright restrictions. |
| Byline Affiliations | University of Eastern Finland |
| School of Management and Enterprise | |
| Institution of Origin | University of Southern Queensland |
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