IT Service Management System Practices in Kenya

Stanley Mwangi Chege
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Stanley Mwangi Chege: Nairobi, Kenya I Langata Main Campus I Bogani East Rd, Off Magadi Rd The Catholic University of Eastern Africa

International Journal of Management Science and Business Administration, 2024, vol. 10, issue 3, 47-64

Abstract: This research investigates ITSM adoption and adaptation, and the challenges faced by leading Kenyan companies. Using a case study approach and guided by ISO/IEC 20000 and ITIL frameworks, the study highlights how Kenyan organizations successfully leverage ITSM to improve operational efficiency, customer satisfaction, and innovation capabilities. Findings offer recommendations for businesses in Kenya seeking to optimize their IT service delivery for competitive advantage in a rapidly digitizing economy.

Keywords: ITSM; Information technology service management; ISO/IEC 20000; ITIL; Kenya; Case study (search for similar items in EconPapers)
JEL-codes: M00 (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:mgs:ijmsba:v:10:y:2024:i:3:p:47-64

DOI: 10.18775/ijmsba.1849-5664-5419.2014.103.1003

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