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Implementing Centralised IT Service Management: Drawing Lessons from the Public Sector. 18th Australasian Conference (2007)
| Venue: | International Journal of Information Management |
| Citations: | 5 - 1 self |
BibTeX
@ARTICLE{Tan07implementingcentralised,
author = {Wui-gee Tan and Aileen Cater-steel and Mark Toleman and Rachel Seaniger},
title = {Implementing Centralised IT Service Management: Drawing Lessons from the Public Sector. 18th Australasian Conference},
journal = {International Journal of Information Management},
year = {2007},
pages = {173--185}
}
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Abstract
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 IT service management model based on the ITIL framework. The paper sheds light on the challenges and breakthroughs, distils a set of critical success factors and offers a learning opportunity for other organisations. Outsourcing some activities and tool requirements to vendors was seen as one contributor to success although ensuring effective technology transfer to in-house staff was also necessary. Another success factor was centralisation of IT services. Commitment of senior management was also crucial as was a recognition of the need for effective change management to transform the organisational culture to a service-oriented focus.
Keyphrases
public sector service management australasian conference service management model itil framework effective technology transfer critical success factor in-depth study tool requirement centralised service management model paradigm shift learning opportunity service-oriented focus effective change management in-house staff government agency success factor queensland health senior management organisational culture
