
Aileen Cater-SteelUniversity of Southern Queensland · School of Information Systems
Aileen Cater-Steel
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120
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January 1995 - present
January 1995 - present
Publications
Publications (120)
Using the theoretical lens of the contingency approach to leadership, this study explores the relationship between the information intensity of the organization's value chains and IT leaders' role and structural power. Based on data obtained from a sample of 174 Australian IT senior executives, a multiple analysis of variance (MANOVA) is used to em...
Little attention has been paid to verifying and validating Organizational Life Cycle (OLC) measures. The purpose of this study is to critically examine the psychometric properties of the OLC scale proposed by Lester, Parnell, and Carraher. Data were obtained from a sample of 174 Australian Chief Information Officers (CIOs) from different sized firm...
Japanese ICT investment trailed the developed world for many decades, contributing to low productivity growth. A potential root cause is the influence of Japanese culture on the strategic use of and investment in ICT (SUIICT). Empirical research on cultural aspects of SUIICT in Japan is lacking. This study will examine national culture and its asso...
Information technology outsourcing (ITO) is a widely-adopted strategy for IT governance. The decisions involved in IT outsourcing are complicated. Empirical research confirms that a rational and formalized decision-making process results in better decision outcomes. However, formal and systematic approaches for making ITO decisions appear to be sca...
The validation of Information Systems research instruments has not been given the attention that it deserves. Based on data obtained from 174 Australian CIOs this study uses component-based structural equation modelling (PLS/SEM) to investigate the psychometric properties and possible modelling of the highly-regarded CIO role expectations instrumen...
Significant concerns have been raised in the Information Systems (IS) field about a research-practice gap and the limited impact of IS research on the practice world. Theory-practice inconsistencies in the field of IT outsourcing (ITO) prompted the investigation of the use of academic-generated knowledge by ITO practitioners. We conducted interview...
E-learning systems are increasingly essential in universities, schools, government departments and other organizations that provide an education or training service. The objective for adopting e-learning systems is to provide students with educational services via electronic channels. The focus of this study is on the impact of IT infrastructure se...
The concurrent effect of various internal and external factors on IT Outsourcing (ITO) decision making has seldom been investigated in a single study. Furthermore, research on external factors is scarce and there is no comprehensive theory that can fully explain ITO decisions made in practice. This paper explains how key decision factors, both inte...
Group decision support systems (GDSS) and knowledge-based systems (KBS) have the potential to assist information technology service managers make sound decisions. We use narrative enquiry and reflective processes to review two recent projects that designed decision support system (DSS) tools for IT service management. The software mediated process...
The concurrent effect of various internal and external factors on IT Outsourcing (ITO) decision making has seldom been investigated in a single study. Furthermore, research on external factors is scarce and there is no comprehensive theory that can fully explain ITO decisions made in practice. This paper explains how key decision factors, both inte...
The concurrent effect of various internal and external factors on IT Outsourcing (ITO) decision making has seldom been investigated in a single study. Furthermore, research on external factors is scarce and there is no comprehensive theory that can fully explain ITO decisions made in practice. This paper explains how key decision factors, both inte...
Banks employ different IT sourcing strategies to reduce IT costs. Australian banks are highly regulated by the Australian Prudential Regulatory Authority (APRA). We selected the two largest Australian banks, Westpac Banking Corporation (WBC) and Commonwealth Bank of Australia (CBA), to show the complexity of their IT multi-sourcing models and assoc...
The objective of this chapter is to explore the role of the Chief Information Officer (CIO). A detailed and extensive review of existing literature traces the evolution of this important role over four decades and highlights the characteristics and configurations of the CIO role. CIO role effectiveness can be described in terms of three demand side...
In an industrial context all process models require a certain amount of tailoring to fit to the business environment of any specific organization in which the model is to be deployed. Process models should therefore be accompanied by tailoring guidelines and approaches to assist with strategic and operational goal alignment that support their use i...
This paper reports on two recent research projects that addressed practical management problems in the discipline of IT service management (ITSM). We highlight the growing importance of software-mediated tools to improve ITSM processes and review two recent projects that designed decision support tools for ITSM. From the use of prior literature, ri...
The organisational strategic IT vision has been considered as a key contingency that affects the role of Information Technology (IT) leadership in organisations. Using the theoretical lens of the contingency approach to leadership, this study investigates the influence of strategic IT vision of an organisation on the Chief Information Officer (CIO)...
IT Service Management (ITSM) is transforming the management of the IT function on a global scale with major changes in work practices. The intent of this study is to empirically explore how IT service management is adopted in today's global economy. The article examines the adoption of ITSM processes as defined in the IT Infrastructure Library (ITI...
Banks are under market pressure to reduce costs and employ different IT sourcing strategies to reduce IT costs: outsourcing, outsourcing-offshoring, and multi-sourcing. In Australia, banks are highly regulated under the Australian Prudential Regulatory Authority (APRA) which manages implementation of the Australian banking act. We selected a large...
This paper focusses on the barriers and factors affecting Green IT Service Management (ITSM) implementation and practices. To contribute to the body of knowledge on Green ITSM innovation, we performed an exploratory case study with the primary IT service provider of an Australian State Government, the Center of Information Technology and Communicat...
The two objectives of this paper are: (a) to evaluate an IT service quality measurement framework, and (b) to refine the IT service quality measurement framework for the IT service industry. We explore the notion of IT service quality from a holistic point of view—we evaluate the IT service quality measures that could help IT service organizations...
Evaluation of e-learning systems success is an essential process in managing and developing these types of systems. There are still arguments about the factors can be used to evaluate the success of e-learning systems. Inadequate attention has been paid to investigate the role of IT infrastructure services as a foundation to create the success of e...
Improvements in managing IT service management (ITSM) processes are continuously sought by IT organisations. However, resources are limited and the choice of processes for improvement is a critical decision point for the managers. In this paper, we report a process selection decision model developed with task-technology fit theory as the lens as th...
IT companies worldwide have started to improve their service management processes based on best practice frameworks, such as IT Infrastructure Library (ITIL). However, many of these companies face difficulties in demonstrating the positive outcomes of IT service management (ITSM) process improvement. This has led us to investigate the research prob...
The validation of IS instruments has not been given the attention that it deserves. This study uses component- based structural equation modelling (PLS/SEM) to investigate the psychometric properties and possible modelling of the CIO role expectations instrument based on data obtained from 174 Australian CIOs. Results show that the CIO role expecta...
E-learning systems have received considerable attention from researchers, educational institutions, and organisations for their anticipated benefits. The objective of e-learning systems is to provide students with educational services via electronic channels. User dissatisfaction is considered the main issue facing universities in regards to e-lear...
Continuous improvement of service quality results in enhanced customer satisfaction, increased efficiency and maximisation of business value of the service within the company. Decision-making on the course of service quality improvement is based on the current status of the measurable service quality attributes. The aim of the paper is to describe...
Information Systems (IS) design science literature offers a plethora of findings on various aspects, such as the general steps in design science, problem identification, objectives of solutions, and evaluation of the artefacts. However, there appears to be a dearth of guidance on the design of the artefact itself, that is, on design per se. Informa...
E-learning systems are an essential electronic application in universities and many other training organizations. The users of e-learning expect to receive educational services with high quality and value. The role of service delivery quality in enhancing customer value is investigated in this study. Structural equation modeling was used to analyze...
E-learning involves adopting and exploiting the potential of new, advanced Information Technology in development and delivery of education. In spite of a rapid growth in the e-learning field there still exists a range of issues facing the stakeholders of e-learning systems. One of the key issues is how to measure e-learning system success. Although...
In recent years, many universities and educational institutions have made considerable investments in e-learning systems. These are systems that deliver educational services via electronic channels. Service quality has been studied in previous research as a critical factor for measuring systems success. Modest attention has been paid to factors aff...
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 prese...
Education is considered to be one of the sectors that have been radically affected by developments in information technology. E-learning is believed to be the main outcome of adopting and using the new and more advanced information technology in the education sector. In spite of this rapid growth in the elearning field there still exists a range of...
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...
Many organisations have become aware of the limitations of their legacy systems to adapt to new technical requirements. Trends
towards e-commerce applications, platform independence, reusability of pre-built components, capacity for reconfiguration
and higher reliability have contributed to the need to update current systems. Consequently, legacy s...
When asked about their ITSM performance measurement practices most organisations respond hesitantly and usually have a glum view of their efforts, tending to focus more on ITSM performance measurement challenges. However there are good practices that are found amidst the challenges. This case study provides an account of the performance measurement...
Despite the appeal and the tremendous potential to realise benefits, the implementation of IT Service Management (ITSM) initiatives is hindered by the difficulty in quantifying benefits and measuring performance. The growth of the service economy has increasingly resulted in service-oriented thinking as organisations attempt to increase value deliv...
Universities have a responsibility to equip graduates with the knowledge and skills to be productive in their work environment. Recently, the discipline of IT Service Management (ITSM) has become globally recognized as critical to organizations. Academia appears to be lagging industry in providing education in this field. This paper describes the m...
Information Technology Service Management (ITSM) focuses on IT service creation, design, delivery and maintenance. Measurement is one of the basic underlying elements of service science and this paper contributes to service science by focussing on the selection of performance metrics for ITSM. Contingency theory is used to provide a theoretical fou...
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 servic...
Universities have a responsibility to equip graduates with the knowledge and skills to be productive in their work environment. Recently, the discipline of IT Service Management has become globally recognized as critical to organizations. Academia appears to be lagging industry in providing education in this field. This paper describes the motivati...
IT Service Management (ITSM) is transforming the management of the IT function on a global scale with major changes in work practices. The intent of this study is to empirically explore how IT service management is adopted in today’s global economy. The article examines the adoption of ITSM processes as defined in the IT Infrastructure
Library (ITI...
It has been reported that, on average, 70% of the IT budget is spent on IT operations. Although organisations have increasingly adopted ITS M as an approach to effectively managing their IT operations, few independent empirical studies have been published exploring the benefits of ITSM. The study reported is being conducted in three stages over thr...
The extensive adoption of ITSM frameworks by organisations may point to the acceptance by IT service managers that frameworks such as ITI L and standards such as ISO / IEC 20000 can deliver real operational efficiencies, ultimately translating into revenue-increasing and cost-reducing benefits. Organisations implementing ITS M initiatives report re...
Societies and governments are becoming increasingly concerned about the impact of the expanding use of IT equipment on the environment, especially in terms of energy efficiency, emission reduction and toxic waste. The objective of this article is to explore the relationship between IT Service Management (ITSM) and Green IT. To achieve this objectiv...
The adoption of Business-to-Business (B2B) systems by enterprises can be expected to improve the efficiency of processes, reduce costs, improve the quality and availability of information, reduce inappropriate behaviour, streamline the supply chain and improve service (Devaraj and Kohli, 2003; Gulati, 2000). B2B systems can provide managers with be...
With increasingly powerful information and communications technologies, alternatives to traditional payments processes are emerging which promise not only convenience but improved value at lower cost. New payment methods enable merchants and businesses to realise the potential economic gains from shifting to more efficient electronic payments such...
The adoption of e-commerce by small-medium enterprises (SME) in Canada remains low. The Central Okanagan region of British Columbia is typical in terms of the relative density of SMEs' e-commerce activity. In this study, a survey of SMEs' adoption of e-commerce was conducted to determine reasons for this low adoption. Constructs used in the survey...
In the fields of Engineering, Science and Information Technology, there remains an underrepresentation of female leadership in entry level, intermediate, upper level, and senior level management positions, creating an insufficient number of role models to encourage other women to join these typically non-traditional female fields of work and study....
IT service management best practice frameworks such as the IT Infrastructure Library® (ITIL®) aim to improve the quality of service to customers. This study reports on recent surveys and case studies of organizations which have embarked on IT service management improvement. It highlights specific difficulties experienced by organizations in changin...
Queensland Health, a large Australian government agency, implemented a centralised IT service management model based on the ITIL framework. This paper presents an in-depth case study of the implementation. It sheds light on the challenges and breakthroughs, confirms a set of factors that contributed to the project's success and offers a learning op...
IT governance is critical to most organisations and has an influence on the value generated by IT investments. Unfortunately, IT governance is more aspiration than reality in many organisations. This research seeks to address the dearth of empirical ...
A growing number of organizations are implementing the ITIL (IT Infrastructure Library) "best practice" framework in an attempt to improve their IT service management processes. However, not all ITIL implementations are successful and some companies have been disappointed with the outcomes. This exploratory research reports on four case studies of...
Many IT service departments are adopting IT service management best practice frameworks such as the IT Infrastructure Library (ITIL) to improve the quality of service to customers. This study reports on recent surveys and case studies of organizations which have embarked on IT service management improvement. It highlights specific difficulties expe...
Acting upon the recommendations of a review of information and communications technology (ICT) governance and services at USQ, a major restructure was effected merging ICT units previously scattered across the university. The new Division of ICT Services embodies both CobiT and ITIL principles. To ensure the radical change was managed professionall...
Recently, many organisations have become aware of the limitations of their legacy systems to adapt to new technical requirements. Trends towards e-commerce applications, platform independence, reusability of prebuilt components, capacity for reconfiguration, and higher reliability have contributed to the need to update current systems. Consequently...
This report provides a summary of responses from surveys related to adoption of Information Technology Service Management (ITSM) frameworks. The surveys were conducted at the itSMF National Conference in Sydney in 2009. Two surveys were conducted: the Corporate survey for organisations and the other for Consultants and Trainers. For the Corporate s...
Many IT service departments are adopting IT service management best practice frameworks such as the IT Infrastructure Library (ITIL) to improve the quality of service to customers. This study reports on recent surveys and case studies of organizations which have embarked on IT service management improvement. It highlights specific difficulties expe...
Many organizations are implementing ITIL to improve their IT service management. Although the ITIL guidelines are considered crucial to the implementation process, it appears there is no standard implementation approach taken by organizations. This research reports on two case studies of successful ITIL implementations to derive a roadmap for imple...
Trends that have contributed to the globalisation of the software engineering industry include virtual collaborative teams, off-shore outsourcing, and international migration of IT professionals. These three trends and the international spread of software engineering standards and methodologies are explored with specific examples from the Australia...
This study reviews literature related to financial metrics that organizations could use in measuring the return on investment from their adoption of the IT Infrastructure Library (ITIL) framework. ITIL outlines an extensive set of best practices for IT service management in organizations but as yet there is limited academic research on measuring th...
Acting upon the recommendations of a review of information and communications technology (ICT) governance and services at USQ, a major restructure was effected merging ICT units previously scattered across the university. The new Division of ICT Services embodies both CobiT and ITIL principles. To ensure the radical change was managed professionall...
The contribution of small enterprises to the software industry is marked, but the level of understanding of the ways in which they can survive, grow, and improve is limited. In particular, there has been a lack of information on the long-term outcomes of process improvement initiatives in small firms. Building on the basis of a study of assessment-...
Increasingly, information technology governance is being considered an integral part of corporate governance. There has been a rapid increase in awareness and adoption of IT governance as well as the desire to conform to national governance requirements to ensure that IT is aligned with the objectives of the organization. Information Technology Gov...
The contribution of small enterprises to the software industry is marked, but the level of understanding of the ways in which they can survive, grow, and improve is limited. In particular, there has been a lack of information on the long-term outcomes of process improvement initiatives in small firms. Building on the basis of a study of assessment-...
There is confusion among researchers, practitioners and policymakers about the meaning of terms such as e-commerce, and small and medium enterprise (SME) (Krochmal, 1998; Mesenbourg, 2001; Poon, 2002; Xydias-Lobo & Jones, 2003). The lack of standard, universally adopted definitions presents a challenge to researchers and leads to inaccurate compari...
The IT service management model represents a paradigm shift for IT organisations as it deemphasizes the management of IT assets and focuses on the provision of quality end-to-end IT services. This paper presents part of an in-depth study that examines the experience of a government agency, Queensland Health, in the implementation of a centralised I...
The adoption of e-commerce by small-medium enterprises (SME) in Canada remains low. The Central Okanagan region of British Columbia is typical in terms of the relative density of SMEs' e-commerce activity. In this study, a survey of SMEs' adoption of e-commerce was conducted to determine reasons for this low adoption. Constructs used in the survey...
Abstract Service management standards such as the IT Infrastructure Library (ITIL), and now ISO/IEC 20000, provide guidance and tools for effective management,and control of IT service delivery. These standards are of increasing importance to organizationsaround,the globe. Education about these standards and possibilities for training of IT staff a...
IT Service management standards such as the IT Infrastructure Library (ITIL), and now ISO/IEC 20000, are of increasing importance to organisations around the globe. These standards provide guidance and tools for effective management and control of IT service delivery. Academics have not embraced these standards in either research or education relat...
Organisations are looking to best practice frameworks such as the IT Infrastructure Library (ITIL) to improve the quality of their IT Service Management. This paper describes the approach taken by a large UK-based bank in adopting ITIL and gaining certification to BS 15000 and ISO/IEC 20000. The use of cognitive mapping enables a focus on the conce...
This research reports on the development of a framework to be used to benchmark the e-readiness of e-Commerce websites. This model will be used in a follow up study relating customer trust and the maturity levels of websites. While several models of e-Commerce capability and maturity have been developed over the years most of them have identified t...
There is confusion among researchers, practitioners and policymakers about the meaning of terms such as e-commerce, and small and medium enterprise (SME) (Krochmal, 1998; Mesenbourg, 2001; Poon, 2002; Xydias-Lobo & Jones, 2003). The lack of standard, universally adopted definitions presents a challenge to researchers and leads to inaccurate compari...
Acting upon the recommendations of a review of Information and Communications Technology (ICT) governance and services at USQ, a major restructure was effected merging ICT units previously scattered across the university. The new Division of ICT Services embodies both CobiT and ITIL principles and comprises three sections: performance measurement a...
With increasing interest by the software development community in software process improvement (SPI), it is vital that SPI programs are evaluated and the reports of lessons learned disseminated. This paper presents an evaluation of a program in which low-rigour, one-day SPI assessments were offered at no cost to 22 small Australian software develop...
The phenomenon of organisations concurrently implementing multiple process frameworks was highlighted in a recent survey conducted at the Australian Information Technology Service Management Forum. While the survey gathered insights on the status, issues and expectations of organisations implementing the IT Infrastructure Library (ITIL), it was evi...
Establishing an effective relationship between business and information technology (IT) professionals is essential for organizational success in today's competitive global economy. Despite many attempts to improve the IT-business relationships, tensions still exist. The cultural differences between business and IT have recently been blamed for thes...
A retrospective review of participants in a SPICE-based process improvement program is currently underway. The objective of the review is to consider the long-term impact of the program on small firms. After establishing the need to evaluate the long-term effects in small firms, this paper presents a detailed account of the experiences of two small...
The "cultural chasm" between business and information technology (IT) professionals and the importance of their developing and sustaining a healthy partnership has received attention in the IT literature. This study applies existing theories of culture and inter-group relations from the organizational behavior discipline to investigate how and why...