Justifications,Strategies, and Critical Success Factors in Successful ITIL Implementations in U.S. and Australian Companies: An Exploratory Study

Abstract

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 “successful” implementations of IT service management using the process-based ITIL V2 framework. Two companies are located in the U.S. and two in Australia. The cases demonstrate a mix of implementation justifications and strategies. Critical success factors (CSFs) suggested in the literature are compared against those attributed to these successful ITIL implementations. Some CSFs, including executive management support, interdepartmental communication and collaboration, use of consultants, training and careful software selection are confirmed. Three new CSFs are identified: creating an ITIL-friendly culture, process as a priority, and customer-focused metrics. Practitioner guidelines, to assist IT managers, who are contemplating adopting ITIL for process improvement and organisational transformation, are also provided together with some challenges encountered and their associated resolutions.     

Do organizational citizenship behaviors lead to information system success?: Testing the mediation effects of integration climate and project management

We adapted a model in organizational theory to determine whether organizational citizenship behaviors (OCBs) of system implementation teams influenced that organization's integration climate and improved their project management, resulting in successful system implementation. Surveys were elicited from 254 system users in various business organizations that had implemented large-scale IS in the previous year; the analysis of their responses provided support for our model, suggesting that the OCB of the implementation team created a higher level of integration climate and more effective project management, and that these in turn influenced information system success. Implications for researchers and managers are discussed and limitations are identified.     

Understanding factors affecting trust in and satisfaction with mobile banking in Korea: A modified DeLone and McLean’s model perspective

As mobile technology has developed, mobile banking has become accepted as part of daily life. Although many studies have been conducted to assess users’ satisfaction with mobile applications, none has focused on the ways in which the three quality factors associated with mobile banking – system quality, information quality and interface design quality – affect consumers’ trust and satisfaction. Our proposed research model, based on DeLone and McLean’s model, assesses how these three external quality factors can impact satisfaction and trust. We collected 276 valid questionnaires from mobile banking customers, then analyzed them using structural equation modeling. Our results show that system quality and information quality significantly influence customers’ trust and satisfaction, and that interface design quality does not. We present herein implications and suggestions for further research.     

基于LASSO回归模型的网贷借款成功影响因素挖掘

随着P2P网络借贷交易量的增大,对P2P交易数据的挖掘和分析备受关注,其中一项重要的研究课题是网络借款成功率的影响因素分析.现有的文献多采用线性回归方法对该课题进行研究,但未考虑变量之间的多重共线性和采用最优变量子集建立回归模型的问题.本文采用Lasso回归方法,建立最优变量子集的回归模型对影响网络借款成功率的因素进行分析,避免了多重共线性问题对模型的干扰,同时提高了模型对数据的拟合精度.对Lending Club平台的借贷数据的实证分析结果显示,本文方法在模型的拟合精度和避免共线性方面优于对比方法.     

Critical success factors revisited: success and failure cases of information systems for senior executives

The literature suggests the existence of critical success factors (CSFs) for the development of information systems that support senior executives. Our study of six organizations gives evidence for this notion of CSFs. The study further shows an interesting pattern, namely that companies either “get it right”, and essentially succeed on all CSFs, or “get it completely wrong”, that is, fall short on each of the CSFs. Among the six cases for which data were collected through in-depth interviews with company executives, three organizations seemed to manage all the CSFs properly, while two others managed all CSFs poorly. Only one organization showed a mixed scorecard, managing some factors well and some not so well. At the completion of the study, this organization could neither be judged as a success, nor as a failure. This dichotomy between success and failure cases suggests the existence of an even smaller set of “meta-success” factors. Based on our findings, we speculate that these “meta-success” factors are “championship”, “availability of resources”, and “link to organization objectives”.     

The mediating effect of organizational culture and knowledge sharing on transformational leadership and Enterprise Resource Planning systems success: An empirical study in China

Senior leadership has been identified as a critical factor in fostering Enterprise Resource Planning (ERP) systems success, however, the specific impact mechanism of transformational leadership on ERP success is still largely unknown. Based on organizational culture theory and knowledge based view, this study developed a theoretical model to explore the mediating effect of organizational culture and knowledge sharing on transformational leadership and ERP success. Data was collected from 115 IS executives and 413 ERP end users in 115 organizations in China. Partial Least Squares (PLS) analysis results suggest that transformational leadership is directly related with all the four types of organizational culture – development culture, group culture, hierarchical culture and rational culture, and is indirectly related with knowledge sharing and ERP success. Specifically, development culture has direct impact on ERP success, while hierarchical culture, group and rational culture are indirectly related with ERP success, mediated by explicit and tacit knowledge sharing. The research findings can provide guidelines for the top executives to facilitate appropriate organizational culture, so as to foster ERP knowledge sharing and achieve business benefits with the assimilation of ERP systems.     

Distance learning success – a perspective from socio-technical systems theory

With widespread adoption of computer-based distance education as a mission-critical component of the institution's educational program, the need for evaluation has emerged. In this research, we aim to expand on the systems approach by offering a model for evaluation based on socio-technical systems theory addressing a stated need in the literature for comprehensive models for evaluating e-learning environments (Holsapple, C.W. and Lee-Post, A., 2006 Holsapple, C. W. and Lee-Post, A. 2006. Defining, assessing, and promoting e-learning success: an information systems perspective. Decision Sciences Journal of Innovative Education, 4(1): 67–85. [Crossref] , [Google Scholar]. Defining, assessing, and promoting e-learning success: an information systems perspective. Decision Sciences Journal of Innovative Education, 4(1), 67–85). The proposed systems model evaluates distance learning success from the instructor's perspective. It defines and develops measures for course quality, system quality and corresponding impacts. The model is tested based on the data collected from 548 instructors of seven universities in the Midwest region of the USA. The results suggest that the proposed multi-dimensional system flexibility scale is reliable. The course quality significantly affects both system flexibility and faculty perceived impacts of distance education. The system flexibility also significantly affects both course quality and faculty perceived impacts.     

一种改进的网络安全态势量化评估方法

在基于隐马尔可夫模型的网络安全态势评估中,观测序列的获取和状态转移矩阵的确立是影响评估准确性的关键.目前观测序列多以随机方式获取,不能有效表征网络的安全性;而状态转移矩阵往往依据经验给出,具有很强的主观性.该文提出改进方法:首先,基于警报的统计特性提出警报质量的概念,依据警报质量获取的观测序列,可改进数据源的有效性;其次,基于安全事件和防护措施的博弈过程,提出确定状态转移矩阵的方法,并结合攻击成功的概率对其进行修正,提高状态转移矩阵的有效性.对比实验证明,基于改进算法生成的风险值对网络安全态势的量化更加合理.     

阴道超声对输卵管妊娠的诊断价值

目的:探讨输卵管妊娠的阴道超声图像特征的应用价值。方法:经手术、病理证实的50例输卵管妊娠患者阴道超声检查结果进行分析。结果:综合患者宫内、宫外及彩色多普勒超声表现,输卵管妊娠阴道超声诊断符合率98%。结论;阴道超声对输卵管妊娠有很高的诊断价值。     

Business intelligence success: The roles of BI capabilities and decision environments

This study examines the role of the decision environment in how well business intelligence (BI) capabilities are leveraged to achieve BI success. We examine the decision environment in terms of the types of decisions made and the information processing needs of the organization. Our findings suggest that technological capabilities such as data quality, user access and the integration of BI with other systems are necessary for BI success, regardless of the decision environment. However, the decision environment does influence the relationship between BI success and capabilities, such as the extent to which BI supports flexibility and risk in decision making.