Abstract
This paper presents a method for analyzing IT service delivery and its application in an Internet Service Provider (ISP). The method proposed is based on ITIL-processes and case study technique; it includes questionnaires for gathering information, semi-structured interviews, focus groups and documents as sources of information for recognition of factual information. The method application allows to the ISP determines its practices and limitations of the IT Service Delivery.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
References
ITIL: Service Delivery, 2nd edn. The Stationery Office, London (2003), 0-11-330015-8
Grembergen, W.V.: IT governance and its mechanisms. In: Proceeding of the 35th Hawaii International Conference on System Sciences (2003)
ITGI: IT Governance Institute. COBIT 4.1. Governance Institute (Cited: 5 1, 2008), http://www.isaca.org/Content/NavigationMenu/Members_and_Leaders1/COBIT6/Obtain_COBIT/Obtain_COBIT.htm
Lawes, A.: ITIL & it SMF - next Steps in the global success story. In: Proc. of the SwissICT and it SMF Conference on IT Servce Management, Zürich (2003)
Doughty, K.: A framework for Incident and Change Management. Enterprise Opertations Managment 27, 1–11 (2003)
Foundation, EXIN: Examen ITIL, http://www.exin.nl/pdfout/2004020509463482821521.pdf (02.05.2004)
Hendriks, L., Carr, M.: ITIL: Best Practice in IT Sercie Mangement. In: Van Bon, J. (ed.) The Guide to IT Service Management, pp. 131–150. Addison-Wesley, London (2002)
Keisch, C., et al.: IT Service Managment. An Introduction. Van haren Publishing, Zaltbommel (2002)
Mohamed, M., et al.: The re-structing of the information technology infastructure library (ITIL) implementaion using knowledge management framework, vol. 38. Esmerald Group Publishig Limited (2008), doi:10.1108/03055720810904835
Bartlett, J., et al.: Best Practivces for Service Delivery. The Staionery Office, London (2001)
Berkhout, M., et al.: Best Practices for Service Support. The Stationaery Office, London (2001)
ITIL: Service support. Office of Government Commerce (OGC) (2002), 011 330015 8
ITIL: Application Management. Office of Government Commerce (2002)
ITIL: Software Asset Management. Office of Government Commerce (2003), 0 11 330943 0
ITIL: Security Management. Office of Government Commerce (2003), 0 11 330014 X
ITIL: Infrastructure Management. Office ofGovernment Commerce (2003), 0 11 330865 5
ITIL: Planing to Implement Service Management. Office of Government Commerce (2003)
ITIL: Service Design. The Stationary Office (2007), 978-11-331047-0
Kuhn, T.: Objective, Value Judgement, and Theory Choice. In: Curd, M., Cover, J.A. (eds.) Phisolophy of Science, pp. 102–118. WI. W. Norton & Compnay, Inc. (1998)
Mannheim, K.: Structures of Thinking. Toutledeg & Kegan Paul, London (1997)
Myers, M.D.: Qualitative Research in Business & Management. Sage Publication Ltd., Thousand Oaks (2009)
Yin, R.: Case Study Research: design and methods, 2nd edn. Sage Publications Inc., Thousand Oaks (1994)
Benbasat, L., Goldstein, D., Mead, M.: The case research strategy in studies of information systems. MIS Quaerterly 11, 369–386 (1987)
Kaplan, B., Duchon, D.: Combining qualitative and quantitative methods in information systems research: A case study. MIS Quarterly 12, 571–587 (1988)
Lee, A.: A scientific methdology for MIS case study. MIS Quarterly, 33–50 (1989)
Cavaye, A.: Case research: A multi-faceted research approach for IT. Information Systems Journal 6, 227–242 (1996)
Khalfan, A.M.: Information security considerations in IS/IT outsourcing projects: a descriptive case study of two sectors. International Journal of Information Management 24, 29–42 (2004)
Flores, J., et al.: Strategic Use of Information Technology in Profit and Non-profit Organizations from Tanzania and Sweden, vol. 19. Springer, Heidelberg (2008), 978-3-540-87782-0 (print), 978-3-540-87783-7 (online)
Plazaola, L., et al.: Strategic Business and IT Alignment Assessment: A case study Appliying an Enterprise Architecture-based Metamodel. In: Proceedings of the 41st Annual Hawaii Interntional Conference on Systems Sciences (2008), 0-7695-3075-3
Beyer, G.W.: Moder dictionary for the legal profession, 3rd edn. Willam S. Hein & Co., Inc., NY (2001)
Robson, C.: Real World Research: a resource for social scientifics and practitioners–reseracher. Blackwell, Oxford (2002), 0-631-21305-8
Nardi, P.: Doing survey Research- A guide to Quantitative Methods. Pearson Education, Inc., London (2003), 0–205-34348-1
Kerlinger, F., Lee, H.B.: Foundations of Behavioral Research. Thomson Learning (1992)
Love, P., Irani, Z., Themistocleous, M.: An exploratory study of indirect ICT costs using the strucutred case method. International Journal of Information management 26, 167–177 (2006), doi:10.1016
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2010 Springer-Verlag Berlin Heidelberg
About this paper
Cite this paper
Flores, J., Rusu, L., Johanneson, P. (2010). Analyzing IT Service Delivery in an ISP from Nicaragua. In: Lytras, M.D., Ordonez de Pablos, P., Ziderman, A., Roulstone, A., Maurer, H., Imber, J.B. (eds) Organizational, Business, and Technological Aspects of the Knowledge Society. WSKS 2010. Communications in Computer and Information Science, vol 112. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-16324-1_17
Download citation
DOI: https://doi.org/10.1007/978-3-642-16324-1_17
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-642-16323-4
Online ISBN: 978-3-642-16324-1
eBook Packages: Computer ScienceComputer Science (R0)