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

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.

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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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    • "This case study demonstrates the use of the BSC to measure the benefits of an ITIL implementation project. A case study of a government owned Croatian finance sector organisation outlines direct and indirect benefits from ITIL implementation by comparing Key Performance Indicators (KPI) before and after the implementation of specific ITIL processes (Spremic et al. 2008). The benefits identified include improved quality of IT services provided to customers; improved daily work procedures; better employee satisfaction and changed organisation culture. "
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    ABSTRACT: It is widely accepted by Information Technology service managers that frameworks such as the IT Infrastructure Library can deliver real operational efficiencies but there are few empirical studies that investigate the benefits realised and performance metrics gathered. The objective of this paper is to provide an international analysis of IT service management benefits and performance measurement by comparing the findings from a recent Australian survey with results from a similar survey conducted in the United Kingdom and United States of America. International literature on Information Systems (IS) effectiveness and performance measurement specifically related to ITSM is reviewed and used to guide the development of the Australian survey. Both surveys report rapid uptake of ITIL(R) Version 3. There are many reported benefits supported by metrics at the process level. However, the comparative analysis of the Australian and UK/USA studies reveals that there is limited awareness of performance measurement frameworks.
    Journal of Global Information Technology Management 07/2010; 13(4-4):28-63. DOI:10.1080/1097198X.2010.10856525
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