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

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

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

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Year published

2013

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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.

Conference Title

Software Process Improvement and Capability Determination

Publisher URI

http://www.spiceconference.com/

DOI

https://doi.org/10.1007/978-3-642-38833-0_16

Copyright Statement

© 2013 Springer-Verlag Berlin Heidelberg. This is the author-manuscript version of this paper. Reproduced in accordance with the copyright policy of the publisher.The original publication is available at www.springerlink.com

Subject

Software Engineering

Publication URI

http://hdl.handle.net/10072/56589

Collection

Conference outputs