Authors:
Blake E. McNaughton
and
Pradeep K. Ray
Affiliation:
School of Information Systems Technology and Management, University of New South Wales, Australia
Keyword(s):
IT Service Management (ITSM), IT Infrastructure Library (ITIL), IT Evaluation, IT Benefits Realisation, ITSM Evaluation Framework.
Related
Ontology
Subjects/Areas/Topics:
B2B, B2C and C2C
;
Communication and Software Technologies and Architectures
;
e-Business
;
e-Business and e-Commerce
;
Enterprise Information Systems
;
Society, e-Business and e-Government
;
Software Agents and Internet Computing
;
Web Information Systems and Technologies
Abstract:
Applying IT Service Management (ITSM) is now a key issue in the management of the Information
Technology function. The Information Technology Infrastructure Library (ITIL) is perhaps the most popular
and influential framework consisting of a set of ‘best practice’ processes for performing ITSM. With
adoption growing globally it is important to understand the benefits that ITIL processes can bring an
organisation. To date the benefits of implementing and using the ITIL processes have merely been inferred
or assumed with very little academic research and only minimal anecdotal evidence available. Many
organisations are planning to, or have already started implementing ITIL processes into their IT function
with what would seem to be a lack of clear understanding into the tangible and more importantly intangible
benefits that these processes can bring. Since organisations are investing millions of dollars over several
years implementing ITIL it is important to evaluate the effec
tiveness of ITIL from the perspective of the
businesses needs. This paper presents an overview of various approaches and evaluation methodologies
with a view to develop an improved, holistic evaluation methodology for IT service management from an
organisational perspective.
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