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The Impact of Adopting IT Service Management Processes
KTH, School of Information and Communication Technology (ICT).
2015 (English)Independent thesis Advanced level (degree of Master (One Year)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

It is well known that management of IT-services and IT-infrastructure is constantly increasing in complexity as information technology becomes more and more integrated into the business itself. IT-content in the business processes is increasing in a radical phase (CIO Sweden, 2005). The large complexity of the IT-organisation makes it hard to manage and therefore many business leaders perceive IT as a large expense in relation to its outcome and they have difficulties to see the real value and benefit from it. The challenge is to really leverage services that bring business value and to prove it for the business (CS, Robert Kaplan, 2008). Many IT-service providers do not manage to deliver services customer expects, manage to cut and control costs or provide stable and qualitative services. There are several best practice frameworks that claim to help IT-organisations to deliver improved and better services to the business.

IT Service Management is included in the ITIL framework and is used to align the services with the business needs. According to Techopedia, (2015), ITSM is the process of aligning enterprise IT services with business and a primary focus on the delivery of best services to end user. ITSM measures the operational efficiency of a solution in meeting the service level expectations of the end-user and how technical IT manages use these systems to deliver the desired service level.

The problem is there are no evaluations of IT Service Management processes Incident Management, Problem Management and Change Management in the Swedish market that supports the claims and can prove that ITSM actually improves IT-services in terms of quality, productivity and customer satisfaction.

The research therefore asked the question - How does the adoption of IT Service Management based on the IT Infrastructure Library framework affect the IT organisation’s delivery of IT-services in terms of service quality, customer satisfaction and productivity?

Quantitative method with a questionnaire as a research instrument was used to conduct the research. Abductive method was used to retie the results with the theory to form research conclusions.

The study results showed that by adopting a standardized framework, in this case IT Service Management (ITIL), the processes, incident management, problem management and change management, had improved more or less in all categories (quality, productivity and customer satisfaction).

Place, publisher, year, edition, pages
2015. , 40 p.
Series
TRITA-ICT-EX, 2015:166
National Category
Computer and Information Science
Identifiers
URN: urn:nbn:se:kth:diva-210327OAI: oai:DiVA.org:kth-210327DiVA: diva2:1118287
Subject / course
Computer and Systems Sciences
Educational program
Master of Science - Engineering and Management of Information Systems
Examiners
Available from: 2017-06-30 Created: 2017-06-30 Last updated: 2017-06-30Bibliographically approved

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Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
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More styles
Language
  • de-DE
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  • en-US
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  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
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