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.

Download full-text


Available from: Mario Spremic, Jan 25, 2016
  • Source
    • "In addition, there are few literatures related to evaluation of IT services, and the typical methods such as SERVQUAL (tangibility, reliability, responsiveness, assurance and empathy) model adopted by Potgieter et al. (2005) aiming to evaluate the operational performance of ITSM Implementation Organization, which is a relatively representative and correlative research [1]. Wang Jianjun, Yang Deli et al. (2006) used quantitative evaluation method to research IT outsourcing schemes [2]; Spremic (2008) developed process-based key performance indicators (KPIs) to evaluate the processes performance of ITSM [3]; McNaughton et al. (2010) designed a complete set of framework to assess the organization and process performance based on four perspectives including management, technology, IT users and IT workers [4]; Wu M S et al. (2011) measured the performance of organizations in IT service implementation from four perspectives including finance, customer, internal business processes as well as learning and development on account of the balanced score card [5]. Some scholars conducted quantitative "

    Preview · Article · Apr 2015
  • Source
    • "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). "

    Full-text · Book · Jan 2014
  • Source
    • ". 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. "

    Full-text · Article · Jan 2013
Show more