Blake E. McNaughton, Pradeep K. Ray



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 effectiveness 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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Paper Citation

in Harvard Style

E. McNaughton B. and K. Ray P. (2006). EVALUATION OF IT SERVICE MANAGEMENT FROM AN ORGANISATIONAL PERSPECTIVE . In Proceedings of WEBIST 2006 - Second International Conference on Web Information Systems and Technologies - Volume 2: WEBIST, ISBN 978-972-8865-47-4, pages 140-152. DOI: 10.5220/0001258401400152

in Bibtex Style

author={Blake E. McNaughton and Pradeep K. Ray},
booktitle={Proceedings of WEBIST 2006 - Second International Conference on Web Information Systems and Technologies - Volume 2: WEBIST,},

in EndNote Style

JO - Proceedings of WEBIST 2006 - Second International Conference on Web Information Systems and Technologies - Volume 2: WEBIST,
SN - 978-972-8865-47-4
AU - E. McNaughton B.
AU - K. Ray P.
PY - 2006
SP - 140
EP - 152
DO - 10.5220/0001258401400152