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 |
Permalink -
https://research.usq.edu.au/item/q48w7/proactive-management-of-it-operations-to-improve-it-services
750
total views11
total downloads1
views this month0
downloads this month
Export as
Related outputs
A Conceptual Model to Evaluate the Effectiveness of Information Technology Governance
Asgarkhani, Mehdi, Cater-Steel, Aileen, Toleman, Mark and Ally, Mustafa. 2018. "A Conceptual Model to Evaluate the Effectiveness of Information Technology Governance." 6th International Conference on Management, Leadership and Governance (ICMLG 2018). Bangkok, Thailand 24 - 25 May 2018 United Kingdom.Digitalizing water bill payments: introduction of change management at Ghana Water Company Limited
Mensah, Ransford, Cater-Steel, Aileen and Toleman, Mark. 2021. "Digitalizing water bill payments: introduction of change management at Ghana Water Company Limited." Urbach, Nils, Roglinger, Maximilian, Kautz, Karlheinz, Alias, Rose Alinda, Saunders, Carol and Wiener, Martin (ed.) Digitalization Cases Vol. 2 - Mastering Digital Transformation for Global Business. Cham, Switzerland. Springer. pp. 289-303Towards a shared services model to support e-Government implementation in developing countries: findings from Liberia
Mensah, Ransford, Cater-Steel, Aileen and Toleman, Mark. 2020. "Towards a shared services model to support e-Government implementation in developing countries: findings from Liberia." 31st Australasian Conference on Information Systems (ACIS 2020). Wellington, New Zealand 01 - 04 Dec 2020 Sydney, Australia.Factors affecting e-government adoption in Liberia: A practitioner perspective
Mensah, Ransford, Cater-Steel, Alieen and Toleman, Mark. 2020. "Factors affecting e-government adoption in Liberia: A practitioner perspective." The Electronic Journal of Information Systems in Developing Countries. 87 (3), pp. 1-15. https://doi.org/10.1002/isd2.12161A Framework for Selection of Processes to Virtualize in e-Government: A Case Study of Liberia
Mensah, Ransford, Cater-Steel, Aileen and Toleman, Mark. 2020. "A Framework for Selection of Processes to Virtualize in e-Government: A Case Study of Liberia." 24th Pacific Asia Conference on Information Systems (PACIS 2020). Dubai, United Arab Emirates 20 - 24 Jun 2020 Atlanta, United States.IT service management knowledge ecosystem – literature review and a conceptual model
Ramakrishnan, Muralidharan, Shrestha, Anup, Cater-Steel, Aileen and Soar, Jeffrey. 2018. "IT service management knowledge ecosystem – literature review and a conceptual model." 29th Australasian Conference on Information Systems (ACIS 2018). Sydney, Australia 03 - 05 Dec 2018 Australia.Design science research in doctoral projects: An analysis of Australian theses
Cater-Steel, Aileen, Toleman, Mark and Rajaeian, Mohammad Mehdi. 2019. "Design science research in doctoral projects: An analysis of Australian theses." Journal of the Association of Information Systems. 20 (12), pp. 1844-1869. https://doi.org/10.17705/1jais.00587Development and evaluation of a software-mediated process assessment method for IT service management
Shrestha, Anup, Cater-Steel, Aileen, Toleman, Mark, Behari, Suren and Rajaeian, Mohammad Mehdi. 2020. "Development and evaluation of a software-mediated process assessment method for IT service management." Information and Management. 57 (4). https://doi.org/10.1016/j.im.2019.103213The Organisational Life Cycle Scale: An Empirical Validation
Al-Taie, Moyassar and Cater-Steel, Aileen. 2020. "The Organisational Life Cycle Scale: An Empirical Validation ." Journal of Entrepreneurship. 29 (2), pp. 293-325. https://doi.org/10.1177/0971355720930572Effective organisational change to achieve successful ITIL implementation: lessons learned from a multiple case study of large Australian firms
Blumberg, Malcolm, Cater-Steel, Aileen, Rajaeian, Mohammad Mehdi and Soar, Jeffrey. 2019. "Effective organisational change to achieve successful ITIL implementation: lessons learned from a multiple case study of large Australian firms." Journal of Enterprise Information Management. 32 (3), pp. 496-516. https://doi.org/10.1108/JEIM-06-2018-0117Managing knowledge and learning for process improvement: a software-mediated process assessment approach for IT service management
Shrestha, Anup, Kong, Eric and Cater-Steel, Aileen. 2018. "Managing knowledge and learning for process improvement: a software-mediated process assessment approach for IT service management." Syed, Jawad, Murray, Peter A., Hislop, Donald and Mouzughi, Yusra (ed.) The Palgrave handbook of knowledge management. Houndmills, United Kingdom. Palgrave Macmillan. pp. 621-641The phenomenon of P3 community for IT support: a crowd-support case study
Cater-Steel, Aileen, Rajaeian, Mohammad Mehdi, Toleman, Mark and Troup, Duncan. 2017. "The phenomenon of P3 community for IT support: a crowd-support case study." 2017 International Conference on Information Resources Management: Democratization and Participation: People's Roles in Digital World (CONNF-IRM 2017). Santiago, Chile 17 - 19 May 2017Interpretation and reporting of process capability results: focus on improvement
Behari, Suren, Cater-Steel, Aileen, Shrestha, Anup and Soar, Jeffrey. 2018. "Interpretation and reporting of process capability results: focus on improvement." Stamelos, Ioannis, O’Connor, Rory v., Rout, Terry and Dorling, Alec (ed.) 18th International Conference on Software Process Improvement and Capability Determination (SPICE 2018). Thessaloniki, Greece 09 - 10 Oct 2018 Cham, Switzerland. https://doi.org/10.1007/978-3-030-00623-5_12Benefits and relevance of International Standards in a design science research project for process assessments
Shrestha, Anup, Cater-Steel, Aileen, Toleman, Mark and Rout, Terry. 2018. "Benefits and relevance of International Standards in a design science research project for process assessments." Computer Standards and Interfaces. 60, pp. 48-56. https://doi.org/10.1016/j.csi.2018.04.011An analysis of design science research adoption in Doctoral projects in Australia
Cater-Steel, Aileen, Toleman, Mark and Rajaeian, Mohammad Mehdi. 2017. "An analysis of design science research adoption in Doctoral projects in Australia." Reimer, Kai, Indulska, Marta and Tuunainen, Virpi Kristiina (ed.) 28th Australasian Conference on Information Systems (ACIS 2017). Hobart, Australia 04 - 06 Dec 2017 Australia.Failed IT projects: is poor IT governance to blame?
Asgarkhani, Mehdi, Cater-Steel, Aileen, Toleman, Mark and Ally, Mustafa. 2017. "Failed IT projects: is poor IT governance to blame?" Riemer, Kai, Indulska, Marta and Tuunainen, Virpi Kristiina (ed.) 28th Australasian Conference on Information Systems (ACIS 2017). Hobart, Australia 04 - 06 Dec 2017 Australia.The perceived public value of social media in Queensland local Councils
Attiya, Ahmed Muyed, Cater-Steel, Aileen, Soar, Jeffrey and Abdulla, Shahab. 2017. "The perceived public value of social media in Queensland local Councils." Riemer, Kai, Indulska, Marta and Tuunainen, Virpi Kristiina (ed.) 28th Australasian Conference on Information Systems (ACIS 2017). Hobart, Australia 04 - 06 Dec 2017 Hobart, Australia.The role of national culture in the strategic use of and investment in ICT: a comparative study of Japanese and Australian organisations
Baty, Craig K., Lane, Michael, Cater-Steel, Aileen and Ally, Mustafa. 2017. "The role of national culture in the strategic use of and investment in ICT: a comparative study of Japanese and Australian organisations." Riemer, Kai, Indulska, Marta and Tuunainen, Virpi Kristiina (ed.) 28th Australasian Conference on Information Systems (ACIS 2017). Hobart, Australia 04 - 06 Dec 2017 Australia.The role of international standards to corroborate artefact development and evaluation: experiences from a design science research project in process assessment
Shrestha, Anup, Cater-Steel, Aileen, Toleman, Mark and Rout, Terry. 2017. "The role of international standards to corroborate artefact development and evaluation: experiences from a design science research project in process assessment." Mas, Antonia, Mesquida, Antoni, O'Connor, Rory V., Rout, Terry and Dorling, Alec (ed.) 17th International Conference on Software Process Improvement and Capability Determination (SPICE 2017). Palma de Mallorca, Spain 04 - 05 Oct 2017 Cham, Switzerland. https://doi.org/10.1007/978-3-319-67383-7_32An empirical assessment of the CIO role expectations instrument using PLS path modelling
Al-Taie, Moyassar, Lane, Michael and Cater-Steel, Aileen. 2018. "An empirical assessment of the CIO role expectations instrument using PLS path modelling." Communications of the Association for Information Systems. 42 (1), pp. 1-20. https://doi.org/10.17705/1CAIS.04201Determinants of effective knowledge transfer from academic researchers to industry practitioners
Rajaeian, Mohammad Mehdi, Cater-Steel, Aileen and Lane, Michael. 2018. "Determinants of effective knowledge transfer from academic researchers to industry practitioners." Journal of Engineering and Technology Management. 47 (January-March), pp. 37-52. https://doi.org/10.1016/j.jengtecman.2017.12.003Decision support systems for IT service management
Cater-Steel, Aileen, Valverde, Raul, Shrestha, Anup and Toleman, Mark. 2016. "Decision support systems for IT service management." International Journal of Information and Decision Sciences. 8 (3), pp. 284-304. https://doi.org/10.1504/IJIDS.2016.078588Innovative decision support for IT service management
Shrestha, Anup, Cater-Steel, Aileen and Toleman, Mark. 2016. "Innovative decision support for IT service management." Journal of Decision Systems. 25 (Supplement 1), pp. 486-499. https://doi.org/10.1080/12460125.2016.1187424Sustaining the momentum: a cross-institutional community of practice for research supervisors
Cater-Steel, Aileen, McDonald, Jacquie, Albion, Peter and Redmond, Petrea. 2017. "Sustaining the momentum: a cross-institutional community of practice for research supervisors." McDonald, Jacquie and Cater-Steel, Aileen (ed.) Implementing communities of practice in higher education: dreamers and schemers. Singapore. Springer. pp. 3-17A systematic literature review and critical assessment of model-driven decision support for IT outsourcing
Rajaeian, Mohammad Mehdi, Cater-Steel, Aileen and Lane, Michael. 2017. "A systematic literature review and critical assessment of model-driven decision support for IT outsourcing." Decision Support Systems. 102, pp. 42-56. https://doi.org/10.1016/j.dss.2017.07.002Evaluation of software mediated process assessments for IT service management
Shrestha, Anup, Cater-Steel, Aileen, Toleman, Mark and Rout, Terry. 2015. "Evaluation of software mediated process assessments for IT service management." Rout, Terry, O’Connor, Rory V. and Dorling, Alec (ed.) 15th International Conference on Software Process Improvement and Capability Determination (SPICE 2015). Gothenburg, Sweden 16 - 17 Jun 2015 Cham, Switzerland. https://doi.org/10.1007/978-3-319-19860-6_7Software-mediated process assessment in IT service management
Cater-Steel, Aileen, Tan, Wui-Gee, Toleman, Mark, Rout, Terry and Shrestha, Anup. 2013. "Software-mediated process assessment in IT service management." 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_17Measuring e-learning system success (Research in progress)
Alsabawy, Ahmed Younis, Cater-Steel, Aileen and Soar, Jeffrey. 2011. "Measuring e-learning system success (Research in progress)." Seddon, Peter and Gregor, Shirley (ed.) 15th Pacific Asia Conference on Information Systems (PACIS 2011): Quality Research in Pacific Asia. Brisbane, Australia 07 - 11 Jul 2011 Brisbane, Australia.Alleviating design silence in design science research: a proposal of a design method
Gacenga, Francis, Cater-Steel, Aileen, Toleman, Mark and Tan, Wui-Gee. 2012. "Alleviating design silence in design science research: a proposal of a design method." McClean, Rachel (ed.) 11th European Conference on Research Methods in Business and Management. Bolton, United Kingdom 28 - 29 Jun 2012 Reading, UK.Do they read your research? An investigation of practitioners’ use of IT outsourcing and cloud sourcing research
Rajaeian, Mohammad Mehdi, Cater-Steel, Aileen and Lane, Michael. 2016. "Do they read your research? An investigation of practitioners’ use of IT outsourcing and cloud sourcing research." Van Der Meer, Rosemary V. (ed.) 27th Australasian Conference on Information Systems (ACIS 2016). Wollongong, Australia 05 - 07 Dec 2016 Australia.A measurement model to link process operational measures to risks associated with attainment of business critical success factors
Behari, Suren, Cater-Steel, Aileen, Shrestha, Anup and Soar, Jeffrey. 2016. "A measurement model to link process operational measures to risks associated with attainment of business critical success factors." 6th International Engaged Management Scholarship Conference (EMS 2016). Paris, France 08 - 11 Sep 2016Software-mediated process assessment for IT service capability management
Shrestha, Anup, Cater-Steel, Aileen, Tan, Wui-Gee and Toleman, Mark. 2014. "Software-mediated process assessment for IT service capability management." Avgerou, Chrisanthi and Te'eni, Dov (ed.) 22nd European Conference on Information Systems (ECIS 2014): Digital Work, Digital Life. Tel Aviv, Israel 09 - 11 Jun 2014 Tel Aviv, Israel.The CIO role expectations instrument: validation and model testing
Al-Taie, Moyassar, Lane, Michael S. and Cater-Steel, Aileen. 2013. "The CIO role expectations instrument: validation and model testing." Aisyah, Hepu and Standing, Craig (ed.) 24th Australasian Conference on Information Systems (ACIS 2013). Melbourne, Australia 04 - 06 Dec 2013 Melbourne, Australia.An organisational change approach to implementing IT service management
Blumberg, Malcolm, Cater-Steel, Aileen and Soar, Jeffrey. 2014. "An organisational change approach to implementing IT service management." Tan, Felix and Bunker, Deborah (ed.) 25th Australasian Conference on Information Systems (ACIS 2014). Auckland, New Zealand 08 - 10 Dec 2014 Auckland, New Zealand.How to communicate evaluation work in design science research? An exemplar case study
Shrestha, Anup, Cater-Steel, Aileen and Toleman, Mark. 2014. "How to communicate evaluation work in design science research? An exemplar case study." Tan, Felix and Bunker, Deborah (ed.) 25th Australasian Conference on Information Systems (ACIS 2014). Auckland, New Zealand 08 - 10 Dec 2014 Auckland, New Zealand.A decision support tool to define scope in IT service management process assessment and improvement
Shrestha, Anup, Cater-Steel, Aileen, Toleman, Mark and Tan, Wui-Gee. 2013. "A decision support tool to define scope in IT service management process assessment and improvement." vom Brocke, Jan, Hekkala, Riitta, Ram, Sudha and Rossi, Matti (ed.) 8th International Conference on Design Science at the Intersection of Physical and Virtual Design (DESRIST 2013). Helsinki, Finland 11 - 12 Jun 2013 Germany. Springer. https://doi.org/10.1007/978-3-642-38827-9_21Prudential regulatory risk governance of IT multi-sourcing strategies within the Australian banking sector
Strong, Brian, Cater-Steel, Aileen and Lane, Michael. 2014. "Prudential regulatory risk governance of IT multi-sourcing strategies within the Australian banking sector." Tan, Felix and Bunker, Deborah (ed.) 25th Australasian Conference on Information Systems (ACIS 2014). Auckland, New Zealand 08 - 10 Dec 2014 Auckland, New Zealand.Building a software tool for transparent and efficient process assessments in IT service management
Shrestha, Anup, Cater-Steel, Aileen, Toleman, Mark and Tan, Wui-Gee. 2014. "Building a software tool for transparent and efficient process assessments in IT service management." Tremblay, M. C., VanderMeer, D., Rothenberger, M., Gupta, A. and Yoon, V. (ed.) 9th International Conference on Design Science Research in Information Systems and Technologies (DESRIST 2014): Advancing the Impact of Design Science: Moving from Theory to Practice. Miami, United States 22 - 23 May 2014 Germany. Springer. https://doi.org/10.1007/978-3-319-06701-8_16Data science and big data analytics in financial services: a case study
Behari, Suren, Cater-Steel, Aileen and Soar, Jeffrey. 2016. "Data science and big data analytics in financial services: a case study." Al-Hakim, Latif, Wu, Xiaobo, Koronios, Andy and Shou, Yongyi (ed.) Handbook of research on driving competitive advantage through sustainable, lean, and disruptive innovation. Hershey, PA, united States. IGI Global. pp. 396-423Virtualising process assessments to facilitate continual service improvement in IT service management
Shrestha, Anup, Cater-Steel, Aileen and Toleman, Mark. 2015. "Virtualising process assessments to facilitate continual service improvement in IT service management." 26th Australasian Conference on Information Systems (ACIS 2015). Adelaide, Australia 30 Nov - 04 Dec 2015 Adelaide, South Australia.The issue of reliability in software mediated process assessments
Shrestha, Anup, Cater-Steel, Aileen, Toleman, Mark, Rout, Terry and Behari, Suren. 2016. "The issue of reliability in software mediated process assessments." Clarke, Paul M., O'Connor, Rory V., Rout, Terry and Dorling, Alec (ed.) Software Process Improvement and Capability Determination 16th International Conference, SPICE 2016. Dublin, Ireland 09 - 10 Jun 2016 Switzerland. https://doi.org/10.1007/978-3-319-38980-6_15Determinants of perceived usefulness of e-learning systems
Alsabawy, Ahmed Younis, Cater-Steel, Aileen and Soar, Jeffrey. 2016. "Determinants of perceived usefulness of e-learning systems." Computers in Human Behavior. 64, pp. 843-858. https://doi.org/10.1016/j.chb.2016.07.065IT outsourcing decision factors in research and practice: a case study
Rajaeian, Mohammad Mehdi, Cater-Steel, Aileen and Lane, Michael. 2015. "IT outsourcing decision factors in research and practice: a case study." 26th Australasian Conference on Information Systems (ACIS 2015). Adelaide, Australia 30 Nov - 04 Dec 2015 Adelaide, South Australia.Towards transparent and efficient process assessments for IT service management
Shrestha, Anup, Cater-Steel, Aileen, Toleman, Mark and Rout, Terry. 2014. "Towards transparent and efficient process assessments for IT service management." Communications in Computer and Information Science. 477, pp. 165-176. https://doi.org/10.1007/978-3-319-13036-1_15Barriers to green IT service management: a case study
Nomani, Arshad and Cater-Steel, Aileen. 2014. "Barriers to green IT service management: a case study." 20th Americas Conference on Information Systems (AMCIS 2014): Smart Sustainability: The Information Systems Opportunity. Savannah, United States 07 - 09 Aug 2014 Atlanta, GA. United States.A method to select IT service management processes for improvement
Shrestha, Anup, Cater-Steel, Aileen, Toleman, Mark and Tan, Wui-Gee. 2014. "A method to select IT service management processes for improvement." JITTA: an information systems journal. 15 (3), pp. 31-56.IT service management: a cross-national study of ITIL adoption
Marrone, Mauricio, Gacenga, Francis, Cater-Steel, Aileen and Kolbe, Lutz. 2014. "IT service management: a cross-national study of ITIL adoption." Communications of the Association for Information Systems. 34 (1), pp. 865-892. https://doi.org/10.17705/1cais.03449Measuring IT service quality: evaluation of IT service quality measurement framework in industry
Cater-Steel, Aileen and Lepmets, Marion. 2014. "Measuring IT service quality: evaluation of IT service quality measurement framework in industry." Journal of Service Science Research. 6 (1), pp. 125-147. https://doi.org/10.1007/s12927-014-0005-5Smart tools for IT service management: a review of two decision support system projects
Valverde, Raul, Cater-Steel, Aileen, Shrestha, Anup and Toleman, Mark. 2014. "Smart tools for IT service management: a review of two decision support system projects." Sharda, Ramesh and Sagarnaga, Jose (ed.) 4th International Conference on Engaged Management Scholarship (EDBA 2014): Bridging. Tulsa, United States 11 - 14 Sep 2014 Tulsa, OK. United States. https://doi.org/10.2139/ssrn.2553012A past to present journey: a critical analysis of the Chief Information Officer role
Al-Taie, Moyassar, Lane, Michael and Cater-Steel, Aileen. 2015. "A past to present journey: a critical analysis of the Chief Information Officer role." Wadhwa, Manish and Harper, Alan (ed.) Technology, innovation and enterprise transformation. Hershey PA, USA. IGI Global. pp. 180-206A Cynefin based approach to process model tailoring and goal alignment
Lepmets, Marion, O'Connor, Rory V., Cater-Steel, Aileen, Mesquida, Antoni Lluis and McBride, Tom. 2014. "A Cynefin based approach to process model tailoring and goal alignment." da Silva, Alberto Rodrigues, Machado, Ricardo J., Brito, Miguel A. and Silva, Antonio Rito (ed.) 9th International Conference on the Quality of Information and Communications Technology (QUATIC 2014). Guimaraes, Portugal 23 - 26 Sep 2014 Piscataway, NJ. United States. https://doi.org/10.1109/QUATIC.2014.30Prudential risk management of IT sourcing strategies: a case study of an Australian bank
Strong, Brian, Cater-Steel, Aileen and Lane, Michael. 2014. "Prudential risk management of IT sourcing strategies: a case study of an Australian bank." 20th Americas Conference on Information Systems (AMCIS 2014): Smart Sustainability: The Information Systems Opportunity. Savannah, United States 07 - 09 Aug 2014 Atlanta, GA. United States.A tool for IT service management process assessment for process improvement
Shrestha, Anup, Cater-Steel, Aileen, Tan, Wui-Gee, Toleman, Mark and Rout, Terry. 2013. "A tool for IT service management process assessment for process improvement." Heidrich, Jens, Oivo, Markku, Jedlitschka, Andreas and Baldassarre, Marie Teresa (ed.) 14th International Conference on Product-Focused Software Process Improvement (PROFES 2013). Paphos, Cyprus 12 - 14 Jun 2013 Berlin, Germany. Springer. https://doi.org/10.1007/978-3-642-39259-7_27The evaluation of the IT service quality measurement framework in industry
Lepmets, Marion, Mesquida, Antoni Lluis, Cater-Steel, Aileen, Mas, Antonia and Ras, Eric. 2014. "The evaluation of the IT service quality measurement framework in industry." Global Journal of Flexible Systems Management. 15 (1), pp. 39-57. https://doi.org/10.1007/s40171-013-0052-7The relationship between organisational strategic IT vision and CIO roles: one size does not fit all
Al-Taie, Moyassar, Lane, Michael and Cater-Steel, Aileen. 2014. "The relationship between organisational strategic IT vision and CIO roles: one size does not fit all." Australasian Journal of Information Systems. 18 (2), pp. 59-89.ITSM process assessments using ISO/IEC 15504 for CSI
Shrestha, Anup, Collins, Paul and Cater-Steel, Aileen. 2013. "ITSM process assessments using ISO/IEC 15504 for CSI." Informed Intelligence: ITSMF Australia Bulletin.E-learning service delivery quality: a determinant of user satisfaction
Alsabawy, Ahmed Younis, Cater-Steel, Aileen and Soar, Jeffrey. 2013. "E-learning service delivery quality: a determinant of user satisfaction." Kats, Yefim (ed.) Learning management systems and instructional design: best practices in online education. Hershey, PA. United States. IGI Global. pp. 89-127Exploring the impact of IT service management process improvement initiatives: a case study approach
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_16The role of IT service management in green IT
Cater-Steel, Aileen and Tan, Wui-gee. 2010. "The role of IT service management in green IT." ITSMF Bulletin: Informed Intelligence.IT infrastructure and its role in the success of e-learning systems: measurement and causal models
Alsabawy, Ahmed Younis, Cater-Steel, Aileen and Soar, Jeffrey. 2012. "IT infrastructure and its role in the success of e-learning systems: measurement and causal models." Fonseca, Benjamin (ed.) 18th Conference of the European University Information Systems: A 360 Degree Perspective on IT/IS in Higher Education (EUNIS 2012). Vila Real, Portugal 20 - 22 Jun 2012 Vila Real, Portugal.IT infrastructure services as a requirement for e-learning system success
Alsabawy, Ahmed Younis, Cater-Steel, Aileen and Soar, Jeffrey. 2013. "IT infrastructure services as a requirement for e-learning system success." Computers and Education. 69, pp. 431-451. https://doi.org/10.1016/j.compedu.2013.07.035The effect of service delivery quality on customer value of e-learning systems
Alsabawy, Ahmed Younis, Cater-Steel, Aileen and Soar, Jeffrey. 2012. "The effect of service delivery quality on customer value of e-learning systems." Rocha, Alvaro, Calvo-Manzano, Jose, Reis, Luis Paulo and Cota, Manuel Perez (ed.) 7th Iberian Conference on Information Systems and Technologies (CISTI 2012). Madrid, Spain 20 - 23 Jun 2012 Portugal.A model to select processes for IT service management improvement
Shrestha, Anup, Cater-Steel, Aileen, Tan, Wui-Gee and Toleman, Mark. 2012. "A model to select processes for IT service management improvement." Lamp, John (ed.) 23rd Australasian Conference on Information Systems (ACIS 2012). Geelong, Australia 03 - 05 Dec 2012 Geelong, Australia.A proposal and evaluation of a design method in design science research
Gacenga, Francis, Cater-Steel, Aileen, Toleman, Mark and Tan, Wui-Gee. 2012. "A proposal and evaluation of a design method in design science research." Electronic Journal of Business Research Methods. 10 (2), pp. 89-100.Towards an improved IT service desk system and processes: a case study
Jäntti, Marko, Cater-Steel, Aileen and Shrestha, Anup. 2012. "Towards an improved IT service desk system and processes: a case study." International Journal on Advances in Systems and Measurements. 5 (3 & 4), pp. 203-215.Identifying the determinants of e-learning service delivery quality
Alsabawy, Ahmed Younis, Cater-Steel, Aileen and Soar, Jeffrey. 2012. "Identifying the determinants of e-learning service delivery quality." Lamp, John (ed.) 23rd Australasian Conference on Information Systems (ACIS 2012). Geelong, Australia 03 - 05 Dec 2012 Geelong, Australia.Extending the IT service quality measurement framework through a systematic literature review
Lepmets, Marion, Cater-Steel, Aileen, Gacenga, Francis and Ras, Eric. 2012. "Extending the IT service quality measurement framework through a systematic literature review." Journal of Service Science Research. 4 (1), pp. 7-47. https://doi.org/10.1007/s12927-012-0001-6