Advertisement

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)

Abstract

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.

Keywords

IT service management service IT Infrastructure Library process improvement process 

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  1. 1.
    ISO/IEC TS 15504-8:2012: Information technology - Process assessment-Part 8: An exemplar process assessment model for IT service management. ISO/IEC TC JTC1/SC7 Secretariat (2012)Google Scholar
  2. 2.
    ISO/IEC 20000:1: Part 1: Service management system requirements. ISO/IEC JTC 1 Secretariat (2010)Google Scholar
  3. 3.
    Office of Government Commerce(e): ITIL Continual Service Improvement. The Stationary Office, UK (2007)Google Scholar
  4. 4.
    Office of Government Commerce: ITIL Service Delivery. The Stationary Office, UK (2002)Google Scholar
  5. 5.
    OGC: ITIL Service Support. The Stationary Office, UK (2002)Google Scholar
  6. 6.
    Cabinet Office: ITIL Service Strategy. The Stationary Office, UK (2011)Google Scholar
  7. 7.
    Cabinet Office: ITIL Service Design. The Stationary Office, UK (2011)Google Scholar
  8. 8.
    Cabinet Office: ITIL Service Transition. The Stationary Office, UK (2011)Google Scholar
  9. 9.
    Cabinet Office: ITIL Service Operation. The Stationary Office, UK (2011)Google Scholar
  10. 10.
    Cabinet Office: ITIL Continual Service Improvement. The Stationary Office, UK (2011)Google Scholar
  11. 11.
    ISO/IEC 20000:2: Part 2: Guidance on the application of service management systems. ISO/IEC JTC 1 Secretariat (2011)Google Scholar
  12. 12.
    ISO/IEC TR 20000-4:2010: Information technology - Service management - Part 4: Process Reference Model. International Organization for Standardization, Geneva, Switzerland (2010)Google Scholar
  13. 13.
    Iden, J., Eikebrokk, T.R.: Understanding the ITIL implementation project: Conceptualization and measurements. In: Proceedings of 2011 22nd International Workshop on Database and Expert Systems Applications. IEEE, Washington, DC (2011)Google Scholar
  14. 14.
    Tan, W.G., Cater-Steel, A., Toleman, M.: Implementing IT service management: A case study focussing on critical success factors. Journal of Computer Information Systems 50(2) (2009)Google Scholar
  15. 15.
    Sharifi, M., Ayat, M., Rahman, A.A., Sahibudin, S.: Lessons learned in ITIL implementation failure. In: International Symposium on Information Technology, ITSim 2008, vol. 1, pp. 1–4 (2008)Google Scholar
  16. 16.
    de Sousa Pereira, R., da Silva, M.: A maturity model for implementing ITIL v3. In: 2010 6th World Congress on Services (SERVICES-1), pp. 399–406 (2010)Google Scholar
  17. 17.
    Latif, A.A., Din, M.M., Ismail, R.: Challenges in adopting and integrating ITIL and CMMi in ICT division of a public utility company. Computer Engineering and Applications 1, 81–86 (2010)Google Scholar
  18. 18.
    Software Engineering Institute: Capability Maturity Model Integration for Services v1.3. Carnegie Mellon University (2010)Google Scholar
  19. 19.
    Shrestha, A., Cater-Steel, A., Tan, W.G., Toleman, M.: A model to select processes for IT service management improvement. In: Proceedings of the 23rd Australasian Conference on Information Systems, Deakin University (2012)Google Scholar
  20. 20.
    Marrone, M., Kolbe, L.: Impact of IT service management frameworks on the IT organization: An empirical study on benefits, challenges, and processes. Business & Information Systems Engineering Journal 3(1), 5–18 (2011)CrossRefGoogle Scholar
  21. 21.
    Lepmets, M., Cater-Steel, A., Gacenga, F., Ras, E.: Extending the IT service quality measurement framework through a systematic literature review. Journal of Service Science Research 4, 7–47 (2012)CrossRefGoogle Scholar
  22. 22.
    Barafort, B., Di Renzo, B., Merlan, O.: Benefits resulting from the combined use of ISO/IEC 15504 with the Information Technology Infrastructure Library (ITIL). In: Oivo, M., Komi-Sirviö, S. (eds.) PROFES 2002. LNCS, vol. 2559, pp. 314–325. Springer, Heidelberg (2002)CrossRefGoogle Scholar
  23. 23.
    McNaughton, B., Ray, P., Lewis, L.: Designing an evaluation framework for IT service management. Information Management 47, 219–225 (2010)CrossRefGoogle Scholar
  24. 24.
    McGibbon, T., Ferens, D., Vienneau, R.: A business case for software process improvement (2007 update): Measuring return on investment from software engineering and management. Technical report, DACS Report (2007)Google Scholar
  25. 25.
    Gibson, D., Goldenson, D., Kost, K.: Performance results of CMMI®-based process improvement. CMU/SEI-2006-TR-004, Carnegie Mellon University/Software Engineering Institute (2006)Google Scholar
  26. 26.
    Eisenhardt, K.: Building theories from case study research. Academy of Management Review 14, 532–550 (1989)Google Scholar
  27. 27.
    Behavior Engineering website: Behavior engineering (2012), http://www.behaviorengineering.org/
  28. 28.
    Assessment Portal: Assessment portal website (2012), http://assessment-portal.com/
  29. 29.
    Rout, T.: Studies on the assessment process: Usage of objective evidence in assessing process capability. In: Proceedings of the 9th International Conference on Software Process Improvement and Capability Determination, SPICE 2009. Turku Centre for Computer Science, Turku (2009)Google Scholar

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

Personalised recommendations