Organizational and human factors related challenges to ISO 20000

Nafis Ahmad, Md Golam Rabbany and Syed Mithun Ali

International Journal of Manpower, 2019, vol. 41, issue 7, 987-1004

Abstract: Purpose - The purpose of this paper is to explore organizational and human factor-related challenges to information technology (IT) service management standard ISO 20000 in an emerging economy context. Then, this research has proposed some implications of the challenges to implementing environmental sustainability and circular economy. Design/methodology/approach - To fulfill the research purpose, an empirical study was undertaken. The data required for the current study, based on a Likert scale and using questionnaires, were collected through surveys, interviews, telephonic conversations and meetings with IT firm managers and staff. The ranking of challenges was obtained based on the mean and standard deviation calculated from the survey responses. Findings - The results indicated that senior management support was the most significant challenge for the successful implementation of IT Service Management systems. Other significant challenges were the justification of significant investment, premium customer support, co-operation and co-ordination among IT support teams, proper documentation and effective process design. Practical implications - The current research is expected to help IT managers implement ISO 20000 and to manage environmental sustainability and circular economy across their organizational networks. Originality/value - To the best of the authors’ knowledge, the current study is the first attempt to explore the organizational and human factor-related challenges to ISO 2000 in an emerging economy context. Furthermore, the current study proposes implications to the challenges to environmental sustainability and circular economy.

Keywords: Human resource management; Information technology; Environmental sustainability; Circular economy; ISO 20000; Organizational and human factors (search for similar items in EconPapers)
Date: 2019
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.emerald.com/insight/content/doi/10.110 ... d&utm_campaign=repec (text/html)
https://www.emerald.com/insight/content/doi/10.110 ... d&utm_campaign=repec (application/pdf)
Access to full text is restricted to subscribers

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eme:ijmpps:ijm-08-2019-0374

DOI: 10.1108/IJM-08-2019-0374

Access Statistics for this article

International Journal of Manpower is currently edited by Professor Adrian Ziderman

More articles in International Journal of Manpower from Emerald Group Publishing Limited
Bibliographic data for series maintained by Emerald Support ().