A performance measurement framework for IT service management (original) (raw)
2013, PhD Dissertation
The study provides a comprehensive literature review on the performance measurement of ITSM. A review of the existing industry and academic literature showed a gap in theory for performance measurement of ITSM. There was also a lack of a contextualised performance measurement framework for ITSM. The study developed categories for types of organisation level and process level ITSM, and categories for types of ITSM performance metrics. The performance measurement framework developed by the study is structured using the Balanced Scorecard (BSC) and can be used to quantify benefits and link organisational level benefits and metrics with process level metrics. The developed framework includes a consolidated ITSM metrics catalogue structure. The study identified the internal and external organisational factors that influence the selection of ITSM performance metrics and proposes a contingency theory for the performance measurement of ITSM. The study makes theoretical and practical contributions in ITSM performance measurement by extending ITSM performance measurement theory, IS design theory and developing a holistic multi-level ITSM performance measurement framework that can be used by organisations. This dissertation is a result of a study funded by an Australian Research Council (ARC) linkage project grant in partnership with Queensland Health (QH) and the IT Service Management Forum (itSMF) Australia. The study contributes to the linkage project by addressing the complex interactions of benefits, performance metrics and methods to enable Chief Information Officers (CIOs) and IT service managers to measure the performance of IT service management.
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2011
IT departments are adopting service orientation by implementing IT service management (ITSM) frameworks. Most organisations are hesitant to discuss their ITSM performance measurement practices, tending to focus more on challenges. However there are good practices that are found amidst the challenges. We present a case study that provides an account of the performance measurement practices in the ICT Division of an Australian university. This case study was conducted with the aim of understanding the internal and external factors that influence the selection of ITSM performance metrics. It also explores how and why metrics and frameworks are used to measure the performance of ITSM in organisations. Interviews were conducted to identify the specific ITSM performance metrics used and how they were derived. It was found that a number of factors internal
International Journal of Electrical and Computer Engineering (IJECE), 2018
Information technology is about not only hardware, software, communication infrastructure and communication infrastructure but also how to manage services. Information technology plays an increasingly important role in developing the structure and functions of public and private sectors. Service measurement plays an important role in IT service management (ITSM) that is one of the subfields of Services Computing science. ITSM is a big part of service science, a science field that combines computer science, operation research engineering, business strategy, management science, and organizational theory. Performance measurement from each of IT services is absolutely needed and is important in the continuous development of ITSM. These research provide good technical knowledge about the measuring ITSM with some requirements. In this paper we suggest the metrics in each service processes enables organizations to predict a direction for active process enhancement and to identify if the goal of process can achieve. This objective process metrics based on ISO/IEC 15504-8 and PRM ISO/IEC 20000-4 refinement. The output of this research, in the form of metrics and tools for any type organizational use.
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