Information technology service management
Team leader: Assoc Prof Aileen Cater-Steel
Core Team members: Dr Wui-Gee Tan, Prof Mark Toleman
Since 2005, this project group has been active in researching the adoption of process improvement frameworks for IT service management. Frameworks include the IT Infrastructure Library (ITIL), and ISO/IEC 20000. As well, ICT governance issues related to service management are examined.
Project 1: ITSM adoption
The project group is the preferred research partner of itSMF Australia – the IT Service Management Forum. The Memorandum of Understanding between USQ and itSMF was enacted May 2006. Annual surveys have been conducted at itSMF National Conferences since 2005. Reports are available in USQ e-prints.
Project 2: ITSM Performance measurement framework
An ARC Linkage project commenced in June 2009. This project is the focus of Francis Gacenga’s PhD study. The partners in the ARC project are Queensland Health and itSMF Australia.
Project Summary: This project, based on an existing partnership with Queensland Health and itSMF, represents the first rigorous attempt to identify benefits gained by organisations implementing the IT Infrastructure Library (ITIL). Many organisations invest heavily in ITIL recognising the critical role played by their information systems: this study develops a much-needed performance measurement framework for IT service management. Based on core ITIL processes the framework is structured to conform with a balanced scorecard approach and includes detailed definitions of objectives, metrics and methods as well as providing guidance related to internal and external environmental factors which affect the selection of metrics.
Project 3: Software-mediated ITSM process assessment
An ARC Linkage project was awarded in 2010. The partners in the ARC project are Assessment Portal, CITEC and SPARQ Solutions. Assoc Prof Terry Rout (Griffith University) is one of the Chief Investigators.
Project Summary: Continual service improvement is a crucial aspect of IT management as it enables organisations to enhance the relevance and responsiveness of their IT services providing outcomes in productivity and competitiveness. This project aims to develop an international standards-based software-mediated process assessment tool to facilitate continual service improvement in IT service management. The project also evaluates the effectiveness of the tool by implementing it in two large public-sector organisations and validating the results against traditional process assessment methods. The tool will enable organisations to self-assess and improve their current ICT infrastructure processes as well as transitioning international standards to industry.
Collaborative researchers
The team actively collaborates with ITSM researchers in Germany, Canada, Luxemburg, USA and UK.
| Name |
Institution |
email |
| Prof Lutz Kolbe |
Georg-August University Goettingen, Germany |
lkolbe@uni-goettingen.de |
| Mauricio Marrone |
Georg-August University Goettingen, Germany |
mmarron@uni-goettingen.de |
| Prof Ruediger Zarnekow |
Berlin University of Technology, Berlin, Germany |
ruediger.zarnekow@tu-berlin.de |
| Narges Shahsavarani |
Sprott School of Business, Carleton University, Ottawa Canada |
nshahsav@connect.carleton.ca |
| Prof Gerald Grant |
Sprott School of Business, Carleton University, Ottawa Canada |
gerald_grant@carleton.ca |
| Assoc Prof Mike Hine |
Sprott School of Business, Carleton University, Ottawa Canada |
MikeHine@cunet.carleton.ca |
| Dr Marion Lempets |
CRP Henri Tudor Luxemburg |
Marion.Lepmets@tudor.lu |
| Prof Sue Conger |
University of Dallas, USA |
sconger@gsm.udallas.edu |
| Assoc Prof Carol Pollard |
Appalachian State University, USA |
pollardce@appstate.edu |
| Dr Neil McBride |
De Montfort University, UK |
nkm@dmu.ac.uk |
| Assoc Prof Terry Rout |
Griffith University, Brisbane, Queensland |
t.rout@griffith.edu.au |
Research Output