Setting the Stage for a Successful ITIL Adoption: A Delphi Study of IT Experts in the Norwegian Armed Forces

Iden, Jon; Langeland, Lars

doi:10.1080/10580531003708378

Cited by 69 publications

(82 citation statements)

References 11 publications

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“…The comments from the project sponsors were positive and indicated that interest in further improvement projects had been ignited. This response confirms the approach and value of commencing with achievable, tightly scoped projects to ensure cooperation of affected staff (Iden & Langeland, 2010;Kotter, 1996;Pedersen et al, 2010).…”

Section: Figure 2 Challenging Areas In Service Operationmentioning

confidence: 61%

“…Following these steps in an ITSM implementation project creates a systematic approach for leading the change and helps to alleviate change resistance. In this research, we planned a project at each organization based on Kotter's advice that was reinforced by Iden and Langeland (2010): start with and prioritize a few ITIL processes where there are greatest opportunities for success.…”

Section: Process Improvementmentioning

confidence: 99%

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Proactive Management of IT Operations to Improve IT Services

Jäntti

Cater-Steel

2017

JISTEM USP

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IT Service Operations is a high priority improvement target for IT service providers because it is critical for business operations and involves daily interaction with customers, thus directly effecting customer satisfaction. An action research project involving three organizations explored current IT service operation activities and challenges and initiated projects to improve service operation at each organization. The findings indicate that the major challenges include reactive rather than proactive approach to IT operations management, measurement and reporting, classification of incidents, management of customer feedback, and interfaces between IT service operation processes. Recommendations are formulated to help IT service managers and theoretical contributions are provided.

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Section: Figure 2 Challenging Areas In Service Operationmentioning

confidence: 61%

Section: Process Improvementmentioning

confidence: 99%

Proactive Management of IT Operations to Improve IT Services

Jäntti

Cater-Steel

2017

JISTEM USP

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“…Training is a powerful way to decrease the change resistance of employees regarding ITSM. Additionally, prior research has found that service organizations need a service culture and this can be reinforced through training and communication (Iden & Langeland, 2010).…”

Section: The Role Of Service Operation Within It Managementmentioning

confidence: 99%

“…Implementation of ITSM processes should be considered as an organizational change and should be conducted using project management procedures (Iden & Langeland, 2010). Organizational change theory can be applied to ITSM to provide a roadmap for managing the change implementation.…”

Section: Process Improvementmentioning

confidence: 99%

Proactive Management of IT Operations to Improve IT Services

Cater-Steel

Jantii

2017

Proceedings of the 14th CONTECSI International Conference on Information Systems and Technology Management

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“…The scale intervals are interpreted as follows: Can be ignored or not important (1 point); Maybe important (2 points); Important (3 points); Very important (4 points); and Most important (5 points). In this study, the Kendall's co-efficiency of concordance (W) is used to test the degree of consensus in each stakeholder group of Delphi panellists [52,53]. The ranking rounds stopped when either each stakeholder group reached moderate consensus (W > 0.5), or only slight changes of consensus occurred [53].…”

Section: Step 4: Ranking Space Management Componentsmentioning

confidence: 99%

A Multi-Stakeholder Delphi Study to Determine Key Space Management Components for Elderly Facilities in China

Yuan

Roper

et al. 2017

Sustainability

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Abstract:The elderly population in China is increasing rapidly. To meet elderly residents' housing demand, Chinese government makes great efforts to build more elderly facilities. However, major challenges in the operation of these elderly facilities, such as low space utilization rate, poor accessibility, poor environment and so on, have being emerging. The critical reason for challenges can be concluded as the lack of effective space management components. Therefore, the primary aim of this study was to explore key space management components for China's elderly facilities. Considering stakeholders' (facility owner, facility manager, care staff, elderly residents, and academic researchers) viewpoints on space management, this study used a multi-stakeholder Delphi approach to determine key space management components through five steps. Based on the selection criteria, a total of 25 Delphi panellists with five stakeholder groups were invited and finally 23 Delphi panellists participated in the whole study process. Subsequently, the academic researchers among these panellists were employed to quantify the stakeholders' influence with the parameter of stakeholder influencing factor. After that, the initial discussion on space management was performed to generate the initial list involving 11 space management components. Next, two ranking rounds were conducted to conclude the final significance scores of each space management component from five stakeholder groups' feedbacks. With respect to the final ranking score and the values of influencing stakeholder factor, the decision score of each space management components was calculated, which integrated all stakeholder groups' opinions. Finally, through two cut-off points, a total of seven components were selected as the key space management components for China's elderly facilities including space planning and assignment, space utilization audit, space occupancy cost audit, space inventory management, space usability management, space change management, and the management of health safety and environment. These components will assist facility managers to conduct effective and sustainable space management practice for supporting organizational core business.

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Setting the Stage for a Successful ITIL Adoption: A Delphi Study of IT Experts in the Norwegian Armed Forces

Cited by 69 publications

References 11 publications

Proactive Management of IT Operations to Improve IT Services

Proactive Management of IT Operations to Improve IT Services

Proactive Management of IT Operations to Improve IT Services

A Multi-Stakeholder Delphi Study to Determine Key Space Management Components for Elderly Facilities in China

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