The preparedness of critical success factors of IT service management and its effect on performance |
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Authors: | Ming-Shian Wu Li-Wei Chen |
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Institution: | Department of Information Management , National Taiwan University of Science and Technology , 43, Section 4, Keelung Road, Taipei, 106, Taiwan, Republic of China |
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Abstract: | Recently, information technology service management (ITSM) has emerged as a challenging research area. ITSM implementation often involves huge investment with unexpected risks. Therefore, understanding the preparedness of critical success factors (CSFs) and its effect on the organizational performance can help in not only reducing the risks but in also providing helpful guidance for enterprises. This empirical study explores the preparedness of ITSM-relevant CSFs and its effect on the organizational performance. The findings show that (1) the more important a CSF is, the more prepared the CSF is; (2) the organizational performance is mostly beneficial from customer and internal business process perspectives; and (3) only a few CSFs can significantly affect the organizational performance. Finally, the implications based on the findings are given for the management of ITSM implementation. |
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Keywords: | ITSM ITIL information technology service management critical success factor organizational performance |
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