IT and business process performance management: Case study of ITIL implementation in finance service industry
ABSTRACT 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.
SourceAvailable from: Raul ValverdeEngineering and Management of IT-based Service Systems, 01/2014: pages 35-65; Springer Berlin Heidelberg.
Conference Paper: Topics and Applied Theories in IT Service Management[Show abstract] [Hide abstract]
ABSTRACT: This article examines the IT Service Management (ITSM) research literature, starting from past up to the present. The applied research method is the literature review, in which a search is conducted across 8 major global, regional, and national conferences as well as 71 international journals. Furthermore, different database searches are performed. In order to classify the results, a morphological box is used. Moreover, a keyword analysis is conducted to obtain an overview about research topics in IT Service Management. The findings suggest that research in the field of ITSM has matured and diversified over the years. Drawing attention to the different research areas of IT Service Management is the specific contribution of this paper to Information Systems (IS) research. In addition, this paper shows, which areas and topics are explored and which are under explored, respectively, have not yet been the focus of research. A research agenda will be proposed to handle the identified areas of future research. Furthermore, this article gives an insight into the applied theories in IT Service Management.System Sciences (HICSS), 2013 46th Hawaii International Conference on; 01/2013