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IT Service Management System Practices in Kenya

Author

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  • Stanley Mwangi Chege

    (Nairobi, Kenya I Langata Main Campus I Bogani East Rd, Off Magadi Rd The Catholic University of Eastern Africa)

Abstract

This research investigates ITSM adoption and adaptation, and the challenges faced by leading Kenyan companies. Using a case study approach and guided by ISO/IEC 20000 and ITIL frameworks, the study highlights how Kenyan organizations successfully leverage ITSM to improve operational efficiency, customer satisfaction, and innovation capabilities. Findings offer recommendations for businesses in Kenya seeking to optimize their IT service delivery for competitive advantage in a rapidly digitizing economy.

Suggested Citation

  • Stanley Mwangi Chege, 2024. "IT Service Management System Practices in Kenya," International Journal of Management Science and Business Administration, Inovatus Services Ltd., vol. 10(3), pages 47-64, March.
    • Handle: RePEc:mgs:ijmsba:v:10:y:2024:i:3:p:47-64
    DOI: 10.18775/ijmsba.1849-5664-5419.2014.103.1003
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    References listed on IDEAS

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    1. Iden, Jon & Eikebrokk, Tom Roar & Marrone, Mauricio, 2020. "Process reference frameworks as institutional arrangements for digital service innovation," International Journal of Information Management, Elsevier, vol. 54(C).
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    More about this item

    Keywords

    ITSM; Information technology service management; ISO/IEC 20000; ITIL; Kenya; Case study;
    All these keywords.

    JEL classification:

    • M00 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - General - - - General

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