IT service management: A cross-national study of ITIL adoption
Abstract IT Service Management (ITSM) is transforming the management of the IT function
on a global scale with major changes in work practices. The intent of this study is to …
on a global scale with major changes in work practices. The intent of this study is to …
An overview of IT service management
The National Standards Body of the United Kingdom is the British Standards Institute,
operating under a Royal Charter since 1901 to act as the standards organization for the …
operating under a Royal Charter since 1901 to act as the standards organization for the …
Justifications, strategies, and critical success factors in successful ITIL implementations in US and Australian companies: an exploratory study
C Pollard, A Cater-Steel - Information systems management, 2009 - Taylor & Francis
A growing number of organizations are implementing the ITIL (IT Infrastructure Library)“best
practice” framework in an attempt to improve their IT service management processes …
practice” framework in an attempt to improve their IT service management processes …
Implementing IT Service Management: A systematic literature review
J Iden, TR Eikebrokk - International Journal of Information Management, 2013 - Elsevier
This article provides a systematic review of existing research related to the implementation
of IT Service Management (ITSM) and the Information Technology Infrastructure Library …
of IT Service Management (ITSM) and the Information Technology Infrastructure Library …
Confusion in the ranks: IT service management practice and terminology
MA Winniford, S Conger… - Information systems …, 2009 - Taylor & Francis
Abstract The Information Technology Service Management (ITSM) movement is gaining
adopters throughout the world, expanding from the 2005 ratification of International …
adopters throughout the world, expanding from the 2005 ratification of International …
IT service departments struggle to adopt a service-oriented philosophy
A Cater-Steel - International Journal of Information Systems in the …, 2009 - igi-global.com
Many IT service departments are adopting IT service management best practice frameworks
such as the IT Infrastructure Library (ITIL) to improve the quality of service to customers. This …
such as the IT Infrastructure Library (ITIL) to improve the quality of service to customers. This …
Designing an evaluation framework for IT service management
B McNaughton, P Ray, L Lewis - Information & management, 2010 - Elsevier
Applying IT Service Management (ITSM) is a key issue in the management of an
organisation's IT function. The IT Infrastructure Library (ITIL) is the most popular and …
organisation's IT function. The IT Infrastructure Library (ITIL) is the most popular and …
A pragmatic approach to managing enterprise IT infrastructures in the era of consumerization and individualization of IT
Historically, organizations owned and controlled the information technologies (IT) their
employees used: telephone, inter-office memos, mainframes and timesharing systems …
employees used: telephone, inter-office memos, mainframes and timesharing systems …
Implementing centralised IT service management: drawing lessons from the public sector
WG Tan, A Cater-Steel, M Toleman, R Seaniger - 2007 - aisel.aisnet.org
The IT service management model represents a paradigm shift for IT organisations as it
deemphasizes the management of IT assets and focuses on the provision of quality end-to …
deemphasizes the management of IT assets and focuses on the provision of quality end-to …
Uncovering ITIL claims: IT executives' perception on benefits and Business-IT alignment
M Marrone, LM Kolbe - Information Systems and e-Business Management, 2011 - Springer
Over 45% of companies are estimated to use IT Service Management (ITSM) frameworks,
yet, these frameworks can be imitated and hence the competitive advantage gained from …
yet, these frameworks can be imitated and hence the competitive advantage gained from …