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IT Service Departments Struggle to Adopt a Service-Oriented Philosophy

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  • Aileen Cater-Steel

    (University of Southern Queensland, Australia)

Abstract

Many IT service departments are adopting IT service management best practice frameworks such as the IT Infrastructure Library (ITIL) to improve the quality of service to customers. This study reports on recent surveys and case studies of organizations which have embarked on IT service management improvement. It highlights specific difficulties experienced by organizations. Six factors were found to be critical in achieving an effective service-oriented philosophy. The factors are support from senior management; the threat or opportunity to outsource IT services; integration of processes to provide end-to-end service; involvement of business stakeholders; culture change of IT staff to service excellence; and the redesign of processes prior to investing in tools. Emergent IT service frameworks such as ISO/IEC 20000, and the CMMI® for Service Delivery are discussed.

Suggested Citation

  • Aileen Cater-Steel, 2009. "IT Service Departments Struggle to Adopt a Service-Oriented Philosophy," International Journal of Information Systems in the Service Sector (IJISSS), IGI Global, vol. 1(2), pages 69-77, April.
    • Handle: RePEc:igg:jisss0:v:1:y:2009:i:2:p:69-77
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    Cited by:

    1. Göran Goldkuhl & Stefan Cronholm & Mikael Lind, 0. "Multi-grounded action research," Information Systems and e-Business Management, Springer, vol. 0, pages 1-36.
    2. Göran Goldkuhl & Stefan Cronholm & Mikael Lind, 2020. "Multi-grounded action research," Information Systems and e-Business Management, Springer, vol. 18(2), pages 121-156, June.

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