Exploring the Impact of IT Service Management Process Improvement Initiatives: A Case Study Approach

  • Marko Jäntti
  • Terry Rout
  • Lian Wen
  • Sanna Heikkinen
  • Aileen Cater-Steel
Part of the Communications in Computer and Information Science book series (CCIS, volume 349)


IT companies worldwide have started to improve their service management processes based on best practice frameworks, such as IT Infrastructure Library (ITIL). However, many of these companies face difficulties in demonstrating the positive outcomes of IT service management (ITSM) process improvement. This has led us to investigate the research problem: What positive impacts have resulted from IT service management process improvement? The main contributions of this paper are 1) to identify the ITSM process improvement outcomes in two IT service provider organizations and 2) provide advice as lessons learnt.


IT service management service IT Infrastructure Library process improvement process 


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Copyright information

© Springer-Verlag Berlin Heidelberg 2013

Authors and Affiliations

  • Marko Jäntti
    • 1
    • 3
  • Terry Rout
    • 2
  • Lian Wen
    • 1
  • Sanna Heikkinen
    • 3
  • Aileen Cater-Steel
    • 4
  1. 1.School of Information and Communication TechnologyGriffith University, NathanBrisbaneAustralia
  2. 2.Institute of Integrated and Intelligent SystemsGriffith University, NathanAustralia
  3. 3.School of ComputingUniversity of Eastern FinlandKuopioFinland
  4. 4.School of Information SystemsUniversity of Southern QueenslandToowoombaAustralia

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