Search results for "IT service management"
showing 7 items of 7 documents
Strategising IT service management through ITIL implementation: model and empirical test
2015
Research on the Information Technology Infrastructure Library (ITIL) lacks appropriate theories and models that capture the distinct characteristics and implications of the ITIL implementation practice. The purpose of this study is to close this gap. Based on a literature review, we develop and empirically validate a theoretical model: the ITIL Implementation Project Model. The model includes significant antecedents, which provide a foundation upon which an effective ITIL implementation project can be built, as well as the pertinent effects of implementing ITIL. The results contribute to the current research stream on the strategising of IT service management as well as to an improved under…
Quality Management in Service Desk : How Does Service Desk Managers Define and Measure Quality
2018
Many public and private sector organisations are depending on IT services provided by external service providers. The quality of the service affects the customer satisfaction and consequently the customer behaviour. The concept of quality has many meanings in the literature. In this paper, we study how service desk managers perceive the concept of quality and how to manage it in an organisation which has adopted ITIL. Our findings indicate that the quality is seen only in terms of how the agreed service levels are achieved. This view excludes the quality of the processes used to deliver IT services. Quality measurements are reflecting the perception of the concept of quality. peerReviewed
Cloud product capability assessment method
2015
Tutkimuksen tavoitteena on lisätä osaamista tuotehallintaan, miten IT-palveluhallinta- ja kokonaisarkkitehtuurimenetelmiä voidaan integroida pilvipalveluiden tuotteistamiseen. Tutkimuksen toisena tavoitteena on rakentaa uusi pilvipalveluiden kyvykkyyksien hallintamenetelmä, jonka avulla pilvipalveluiden tuotteistusta voidaan hallita ideasta markkinoille saamiseen asti. Uusi menetelmä on tarkoitettu tuote- ja projektipäälliköille sekä arkkitehdeille, jotka työskentelevät pilvipalveluiden kanssa. Pilvipalvelulle luodaan liiketoiminnan näkökulmasta uusi määritelmä, annetaan lyhyt esittely pilvipalveluiden tuotehallinnasta sekä määritellään tarve liiketoiminnan ketteryydelle. IT-näkökulmassa tu…
Implementing IT Service Management: A systematic literature review
2013
Author's version of an article in the journal: International Journal of Information Management. Also available from the publisher at: http://dx.doi.org/10.1016/j.ijinfomgt.2013.01.004 This article provides a systematic review of existing research related to the implementation of IT Service Management (ITSM) and the Information Technology Infrastructure Library (ITIL). The review's main goals are to support research; to facilitate other researchers' search for relevant studies; and to propose areas for future studies within this area. In addition, we provide IT managers with useful information on ITSM and ITIL, based on research-based knowledge of their implementation. The review results sug…
Role-specific critical success factors in incident management : case energy management system company
2010
The main goal of the thesis is to find out the Critical Success Factors (CSF) for the roles involved in the Incident Management Process (IMP). As Incident Management is often among the first IT service management processes that organizations implement, more understanding on the process is needed. The thesis approaches the subject based on the roles involved in the process. To define the subject matter, the emerging branch of services science is presented based on literature along with the concepts of IT service management and Service Level Agreements (SLA). The presentation of IMP is based on the IT service management frameworks of ITIL and CobiT. Even though the frameworks have increased i…
Using the ITIL Process Reference Model for Realizing IT Governance: An Empirical Investigation
2014
Information Technology Infrastructure Library ITIL is a popular framework for IT governance, but little academic research on ITIL exists. The authors investigate the overlap between ITIL and IT governance practices to illustrate ITIL's potential to stimulate IT governance. A field study shows that IT implementation success is particularly influenced by group efficacy and organizational resources, and, to a lesser extent, senior-management involvement. Findings show that ITIL, as expected, is a framework that contributes to IT governance by stimulating process management practices.
Enabling a culture for IT services; the role of the IT infrastructure library
2016
Building on process management and service climate theories, this paper investigates the pertinent issues of whether firms that implement ITIL best practices for IT service management will also experience growth in their process management activities and IT service climate. First, ITIL practices imply that processes in the IT department should be managed on a daily basis; without process management, ITIL will fail beyond its initial implementation. Second, two of the main reasons for adopting ITIL are to become a service-oriented organisation and to deliver IT services that meet business needs. Thus, we hypothesise that as the implementation status of ITIL increases, process management and …