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.
Hugo Wim; Hobern Donald; Kõljalg Urmas; Tuama Éamonn Ó; Saarenmaa Hannu (2016)
A case study on service recovery: Frontline employees' perspectives and the role of the empowerment Schumacher Satu; Komppula Raija (2016)