Proactive Management of IT Operations to Improve IT Services
Self archived versionpublished version
MetadataShow full item record
CitationJäntti Marko. Cater-Steel Aileen. (2017). Proactive Management of IT Operations to Improve IT Services. Journal of Information Systems and Technology Management, 14 (2) , 191-218. 10.4301/S1807-17752017000200004.
IT Service Operations is a high priority improvement target for IT service providers because it is critical for business operations and involves daily interaction with customers, thus directly effecting customer satisfaction. An action research project involving three organizations explored current IT service operation activities and challenges and initiated projects to improve service operation at each organization. The findings indicate that the major challenges include reactive rather than proactive approach to IT operations management, measurement and reporting, classification of incidents, management of customer feedback, and interfaces between IT service operation processes. Recommendations are formulated to help IT service managers and theoretical contributions are provided.
SubjectsIT Service Operations Service Desk IT Service Management Continual Service Improvement Proactive approach
Link to the original itemhttp://dx.doi.org/10.4301/S1807-17752017000200004
Showing items related by title, author, creator and subject.
From Product Manufacturer to a Service Provider - Service-Orientation, Integrated Solutions & New Service Development: Case Foodservice Company Moilanen, Noora (Itä-Suomen yliopisto; University of Eastern Finland, 2019)info:eu-repo/semantics/masterThesis
Kujamäki; Minna (Aarhus University Library, 2020)Translation is commonly regarded as a service both in translation industry and within Translation Studies (TS), but the question of what makes translation a service has not been widely explored. This conceptual paper looks ...Tieteelliset aikakauslehtiartikkelit
Electronic Health Services in the Patients' Daily Activities - Willingness to Use Health Village Services Saranto, K; Kivekäs, E; Kuosmanen, P; Kinnunen, UM (IOS Press, 2018)Patients and citizens are experienced in Internet use. Earlier studies have suggest that citizens' interest in electronic healthcare services has increased, and there is a need of healthcare professionals to inform patients ...Artikkelit tieteellisissä kokoomateoksissa