Designing an evaluation framework for IT service management

Authors:
Blake McNaughton;Pradeep Ray;Lundy Lewis
Affiliations:
School of Information Systems, Technology, and Management Technology, University of New South Wales, Sydney, NSW 2052, Australia;School of Information Systems, Technology, and Management Technology, University of New South Wales, Sydney, NSW 2052, Australia;Department of Information, Southern New Hampshire University, 2500 North River Road, Manchester, NH 03106, USA
Venue:
Information and Management
Year:
2010

Citing 6
Cited 2

Benefits Resulting from the Combined Use of ISO/IEC 15504 with the Information Technology Infrastructure Library (ITIL)

PROFES '02 Proceedings of the 4th International Conference on Product Focused Software Process Improvement
Aligning Business and Information Technology through the Balanced Scorecard at a Major Canadian Financial Group: It's Status Measured with an IT BSC Maturity Model

HICSS '01 Proceedings of the 34th Annual Hawaii International Conference on System Sciences ( HICSS-34)-Volume 8 - Volume 8
Evaluation Methodology for the Security of e-Finance Systems

EEE '05 Proceedings of the 2005 IEEE International Conference on e-Technology, e-Commerce and e-Service (EEE'05) on e-Technology, e-Commerce and e-Service
ITIL as Common Practice Reference Model for IT Service Management: Formal Assessment and Implications for Practice

EEE '05 Proceedings of the 2005 IEEE International Conference on e-Technology, e-Commerce and e-Service (EEE'05) on e-Technology, e-Commerce and e-Service
Information technology alignment planning: a case study

Information and Management
Design science in information systems research

MIS Quarterly

Design science research evaluation

DESRIST'12 Proceedings of the 7th international conference on Design Science Research in Information Systems: advances in theory and practice
Case studies in research: Understanding the impact of business cases on IT investment decisions: An analysis of municipal e-government projects

Information and Management

Quantified Score

Hi-index	0.00

Visualization

Abstract

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 influential framework for applying ITSM. With adoption growing globally it is important to understand the benefits that ITIL processes can bring to an organisation. To date the benefits of implementing and using ITIL processes have been predicted or assumed with very little research and minimal anecdotal evidence. We present a design of a holistic evaluation framework for ITSM improvement efforts with particular focus on ITIL.