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

Jäntti, Marko; Rout, Terry; Wen, Larry; Heikkinen, Sanna; Cater-Steel, Aileen

doi:10.1007/978-3-642-38833-0_16

Cited by 7 publications

(5 citation statements)

References 12 publications

(10 reference statements)

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“…The challenges reported are consistent with those found in prior studies on ITIL implementation: difficulties in measuring and reporting ITSM outcomes (Gacenga, CaterSteel, & Toleman, 2010); the importance of process integration (Beath & Straub, 1989;Shang & Shu-Fang, 2010); proactive orientation to incident management (Järveläinen, 2013); classification of incidents and service requests as well as identification of problems (Jantti, Rout, Wen, Heikkimen, & Cater-Steel, 2013). Our findings also confirm the view of Niessink and van Vliet (2000) that IT support organizations experience issues at the interface between incident management and problem management.…”

Section: Figure 2 Challenging Areas In Service Operationsupporting

confidence: 88%

Proactive Management of IT Operations to Improve IT Services

Jäntti

Cater-Steel

2017

JISTEM

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IT Service Operations is a high priority improvement target for IT service providers because it is critical for business operations and involves daily interaction with customers, thus directly effecting customer satisfaction. An action research project involving three organizations explored current IT service operation activities and challenges and initiated projects to improve service operation at each organization. The findings indicate that the major challenges include reactive rather than proactive approach to IT operations management, measurement and reporting, classification of incidents, management of customer feedback, and interfaces between IT service operation processes. Recommendations are formulated to help IT service managers and theoretical contributions are provided.

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Section: Figure 2 Challenging Areas In Service Operationsupporting

confidence: 88%

Proactive Management of IT Operations to Improve IT Services

Jäntti

Cater-Steel

2017

JISTEM

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“…Therefore, consistent with previous studies [18,19], this study found that improving processes results in higher process capability attainment, as evident by a reduction in the number of recommendations for improvement.…”

Section: Summary Of Process Improvementsupporting

confidence: 91%

Interpretation and Reporting of Process Capability Results: Focus on Improvement

Behari

Cater-Steel

Shrestha

et al. 2018

Communications in Computer and Information Science

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A global financial services company followed a softwaremediated process assessment (SMPA) approach based on ISO/IEC 15504, ISO/IEC 20000 and the IT Infrastructure Library (ITIL®). Using an action research approach, the Incident Management, Problem Management, and Change Management processes were assessed at two points in time during an ITSM process improvement project. This paper analyzes the results of the process assessments, highlights issues with the interpretation of the results, and offers an alternative method to report process capability results to motivate process improvement. The study found that by using the proportion of SMPA recommendations as a proxy measure for process improvement, the processes did improve yielding fewer recommendations in cycle 2 when compared to cycle 1 of the action research.

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“…Service Management automation as a driver of IT industrialization has been a subject of great expectation and optimistic prediction [9]. Some of the benefits of the IT Service Management initiative perceived by the organization are customer satisfaction, staff satisfaction, service management culture, better process maturity/more standard process, improved tools and technology, improved service standard, improved service quality, improved efficiency/productivity, cost reduction, and better operational transparency [10]. ITSM frameworks can provide numerous organizational benefits when implemented in a planned and "conscious" manner [7], such as:…”

Section: Introductionmentioning

confidence: 99%

IT Service Management Intelligence Model to Support the Implementation of Electronic Government System (EGS) in Indonesia

Nugroho¹,

Aradea²,

Surendro³

2022

International Journal on Advanced Science, Engineering and Information Technology

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Government institutions operate in a diverse environment that includes a wide range of issues such as social, economic, political, cultural, and other related issues. This fact eventually leads to various challenges and problems related to public services. The state of the existing resources and the management mechanisms affect the quality of services. These conditions require a comprehensive approach to the government's system. Electronic Government System (EGS) architecture is developed to provide guidelines in synchronizing and integrating applications employed by central or regional government agencies. The purpose of EGS service management is to guarantee sustainability and improve the quality of EGS Services to EGS users. The development of smart and holistic service applications can be a starting point in achieving a quality service system, including the government system, a system of service management that involves various elements holistically. This research aims to propose an Information Technology Services Management Intelligence model to support the implementation of EGS. This model approach is based on a holistic view of an environment in delivering public information technology services. It is also based on ITSM and Intelligent Systems, including architecture, alignment, and adaptability. The proposed model assists developers in defining conceptual needs of information technology services based on business perspectives to create intelligent systems that can dynamically predict and meet their needs.

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

Cited by 7 publications

References 12 publications

Proactive Management of IT Operations to Improve IT Services

Proactive Management of IT Operations to Improve IT Services

Interpretation and Reporting of Process Capability Results: Focus on Improvement

IT Service Management Intelligence Model to Support the Implementation of Electronic Government System (EGS) in Indonesia

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