Exploring Challenges to Implementation of IT Service Management System ISO 20000: Implications in Managing Big Data in Emerging Economy

Abstract

This study contributes to the literature by exploring challenges to implementing ISO 20000-1 in an emerging economy context, and suggests ways to overcome these challenges. A survey-based methodology was adopted. The data were analyzed using principal component analysis. The results indicated that senior management support was the most significant challenge for the successful implementation of IT Service Management (ITSM) systems. Other significant challenges were the justification of significant investment, premium customer support, co-operation and co-ordination among IT support teams, proper documentation, and effective process design The findings help managers introduce IT service management system (ISO 20000-1:2011) as well as improving IT service delivery system in IT support organizations for managing big data in an emerging economy. In the future, cross-firm and cross-country studies on challenges to ISO 20000 can be conducted. Also, interpretive structural model (ISM) can be formulated to examine the interrelationships among the identified challenges to ISO 20000.