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

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    Author
    Jantti, Marko
    Rout, Terry
    Wen, Larry
    Heikkinen, Sanna
    Cater-Steel, Aileen
    Year published
    2013
    Metadata
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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.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.
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    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

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