The preparedness of critical success factors of IT service management and its effect on performance

Wu, Ming-Shian; Huang, Sun-Jen; Chen, Liwei

doi:10.1080/02642060903437014

Cited by 7 publications

(2 citation statements)

References 44 publications

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“…In table 4 the respondents noted that there were some issues with the way that it was being implemented, in terms of there being issues with the old culture and way of doing things, a lack of knowledge and training about ITIL, and references to a high staff turnover and changes in human resources that made it difficult to maintain momentum. In this sense the research at present has captured an organisation in transition; it appears to have made substantial progress in implementing ITIL and delivering training, but is not yet gaining the full benefits of the program; a subsequent research project in a year or two years" time might reveal more quantifiable benefits and outcomes, with some of the cultural issues receding in importance [2,15,42,43]. There was a clear focus on training as a mechanism through which obstacles could be removed, acceptance improved, and performance improved.…”

Section: Rq1: How Is the Ministry Of Education Implementing Itil In Tmentioning

confidence: 99%

Critical Success Factors In Implementing ITIL in the Ministry of Education in Saudi Arabia: An Exploratory Study

Alqahtani¹

2017

ijacsa

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Abstract-This paper engages with the ITIL framework for IT service delivery within the specific context of the Ministry of Education in the Kingdom of Saudi Arabia (KSA). A literature review process is used to develop a critical success factors (CSFs) for the implementation of the ITIL framework in an organisation, based on a series of models like TAM and UTAUT, and then put into an overall conceptual model of use behaviour towards ITIL described by [1]. The conceptual model is then deployed in the field through a series of interviews with IT professionals within the Ministry of Education in the KSA. The interviews are semi-structured, and were intended to draw out the corresponding factors for success and the factors that have hindered the implementation of ITIL within this organisation. The data confirm the view of the literature that strong leadership and management involvement is essential both as a success factor in its own right, and as the means by which other success factors are enabled. The findings of paper make two observations. First, the literature sets out a series of quite precise success factors that relate to project management, communication, and quality control. The data presented in this research project demonstrate that in practice it is hard to make clear all of these factors to such a level of detail within the Ministry of Education in Saudi. Second, the implementation of ITIL is more reflexive than the literature and the conceptual model would initially demonstrate.

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Section: Rq1: How Is the Ministry Of Education Implementing Itil In Tmentioning

confidence: 99%

Critical Success Factors In Implementing ITIL in the Ministry of Education in Saudi Arabia: An Exploratory Study

Alqahtani¹

2017

ijacsa

View full text Add to dashboard Cite

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“…In addition, there are few literatures related to evaluation of IT services, and the typical methods such as SERVQUAL (tangibility, reliability, responsiveness, assurance and empathy) model adopted by Potgieter et al (2005) aiming to evaluate the operational performance of ITSM Implementation Organization, which is a relatively representative and correlative research [1]. Wang Jianjun, Yang Deli et al (2006) used quantitative evaluation method to research IT outsourcing schemes [2]; Spremic (2008) developed process-based key performance indicators (KPIs) to evaluate the processes performance of ITSM [3]; McNaughton et al (2010) designed a complete set of framework to assess the organization and process performance based on four perspectives including management, technology, IT users and IT workers [4]; Wu M S et al (2011) measured the performance of organizations in IT service implementation from four perspectives including finance, customer, internal business processes as well as learning and development on account of the balanced score card [5]. Some scholars conducted quantitative and evaluation research concerning IT service management level from the perspectives of specific ITIL process and tools.…”

Section: Introductionmentioning

confidence: 99%