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Designing an evaluation framework for IT service management |
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| Authors: | Blake McNaughton Pradeep Ray Lundy Lewis |
| Affiliation: | 1. School of Information Systems, Technology, and Management Technology, University of New South Wales, Sydney, NSW 2052, Australia;2. Department of Information, Southern New Hampshire University, 2500 North River Road, Manchester, NH 03106, USA |
| Abstract: | Applying IT Service Management (ITSM) is a key issue in the management of an organisation's IT function. The IT Infrastructure Library (ITIL) is the most popular and influential framework for applying ITSM. With adoption growing globally it is important to understand the benefits that ITIL processes can bring to an organisation. To date the benefits of implementing and using ITIL processes have been predicted or assumed with very little research and minimal anecdotal evidence. We present a design of a holistic evaluation framework for ITSM improvement efforts with particular focus on ITIL. |
| Keywords: | IT Service Management Information Technology Infrastructure Library Evaluation framework Benefits realisation Evaluation metrics |
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