Improving IT Service Desk and Service Management Processes in Finnish Tax Administration: A Case Study on Service Engineering

Abstract

Abstract. Due to success of IT service management frameworks, the service desk function and the incident management process are improvement targets of high priority for many IT companies at the moment. The main goal of the incident management process is to restore normal service operation as quickly as possible. The research problem of this study is: How service engineering processes and service desk can be improved by using ITIL-based best practices? The main contribution of this paper is to 1) describe the phases of a study that focused on improving service desk and incident management process from IT service management perspective and 2) provide lessons learnt from the study. The case study was carried out with a single case: Finnish Tax Administration.

The mediating effect of service quality and organizational commitment on the effect of management process alignment on higher education performance in Makassar, Indonesia

“…Specific objective of this study is to investigate the mediating effect of Service quality and organizational commitment on the relationship between management process alignment and higher education performance in Makassar, Indonesia. Several previous studies were used as references in this research, such as the relationship between alignment to performance (Morrisson et al , 2011; Almajali and Dahalin, 2011; Kanapathy and Khan, 2012; Marrone and Kolbe, 2012; Mesquida et al , 2012), alignment to performance using service quality as intervening (Feurlicht, 2011; Brooks, 2012; Heikkinen and Jetti, 2012; Jantti, 2012), and alignment to performance using commitment (Linda et al , 2001; Haerani, 2004; Yusuf, 2004; Sumardi, 2007; Ohlsson et al , 2011; Gutierrez et al , 2012; Gorla et al , 2014). The originality for this paper shows: the mediating effects (using Sobel test) of Service quality and organizational commitment on the relation between management process alignment and higher education performance, the location of the study (no previous research for this relation) and higher education institutions in Makassar, Indonesia.…”