Conference Paper

IT and business process performance management: Case study of ITIL implementation in finance service industry

Fac. of Econ. & Bus. Zagreb, Zagreb Univ., Zagreb
DOI: 10.1109/ITI.2008.4588415 Conference: Information Technology Interfaces, 2008. ITI 2008. 30th International Conference on
Source: IEEE Xplore


Although information technology (IT) is taking significant role in businesses with its innovating and supporting potential, it seems that it is least understood company asset. Successful organizations manage IT function in much the same way that they manage their other strategic functions and processes. This in particular means that they understand, manage and systematically measure the quality of IT performance. They are doing so by engaging in IT governance and IT audit activities. In recent years there are number of world-wide used standards and best practices in IT process management area such as CobiT and ITIL, which helps management to measure the IT performances. In this paper we present the case study of managing IT services in finance industry by implementing suggestions which arises from ITIL methodology. After brief explanation of key terms, the methodology of complex ITIL implementation project is given and key performance indicators for major IT related business processes stressed.

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Available from: Mario Spremic, Apr 25, 2014
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    • "Una buena muestra del éxito de ITIL® es la cantidad de certificados personales emitidos mundialmente, que en 2012 ya superaban los 1,5 millones para el nivel Foundations (Tucker, 2012). Todo ello ha llevado a que mucha de la investigación existente en el área de ITSM se centra en el estudio de ITIL® (Cater-Steel, 2005; Spremic et al., 2008; Pollard and Cater- Steel, 2009; Iden and Langeland, 2010; Marrone and Kolbe, 2011). "
    01/2014; Documenta Universitaria., ISBN: 978-84-9984-230-1
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    • ". A case study of IT services in finance industry using ITIL guidelines is presented in [15]. An IT services company in Liverpool, UK, was selected for this ITIL implementation for one of their customers, specilizing dental care. "
    01/2013; DOI:10.7763/IJIEE.2013.V3.329
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    • "One challenge is a lack of a performance measurement framework that would help organisations to select contextualised ITSM performance metrics. The efforts so far identified from the prior studies have mainly focused on developing ITIL performance metrics, quality measures and financial metrics (Akatsu 2007; Barafort et al. 2005; Bartolini et al. 2006; Chan et al. 2008; Donko and Traljic 2006; Lahtela et al. 2010; Potgieter et al. 2005; Spremic et al. 2008; Tiong et al. 2009; van Grembergen et al. 2003; Yixin and Bhattacharya 2008). Less than a handful of studies have developed ITIL performance measurement systems, frameworks or models (Donko and Traljic 2009; Hochstein 2004; McNaughton et al. 2010; Praeg and Schnabel 2006). "
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    ABSTRACT: Few guidelines exist for industry practitioners on the performance measurement of IT Service Management (ITSM). Little academic research has been conducted on the performance measurement of ITSM. We propose to develop a framework and contingency theory for the performance measurement of ITSM by using a combination of methods and paradigms. We present a novel approach of mixed methods combining rigour and relevance. A review of the existing industry and academic literature reveals that there exists a gap in theory for performance measurement of ITSM. There is also a lack of a contextualised performance measurement framework for ITSM. Reflecting on the progress to date we find benefits in a mixedmethod approach that engages with industry practitioners and academics. We share our reflections on the lessons learnt from taking this approach. Our study contributes to theory and practice in the performance measurement of ITSM. We present research in progress detailing the design, application, and critical evaluation of the research methods used in the development and evaluation of theories in information systems in relation to the performance measurement of ITSM.
    15th Pacific Asia Conference on Information Systems (PACIS); 07/2011
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