Exploring service issues within the IT organisation: Four mini-case studies

Neil McBride

International Journal of Information Management, 2009, vol. 29, issue 3, 237-243

Abstract: This case study paper presents four mini-case studies which explore IT service management issues within IT departments. It suggests that there is a shift in focus in IT away from the technical artefacts towards customer directed services. The case studies concern a hospital, a provider of marine charts, a logistics company and the batch operations of a bank. A range of issues are discussed including the provision of customer support, the acquisition of software and services, relationships with suppliers and the development of service strategy. The mini-case study is presented as a vehicle for identifying research issues and for teaching IT service management concepts in short tutorial sessions.

Keywords: IT service management; IT service strategy; Supplier management; IT service desks; Mini-case studies (search for similar items in EconPapers)
Date: 2009
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Persistent link: https://EconPapers.repec.org/RePEc:eee:ininma:v:29:y:2009:i:3:p:237-243

DOI: 10.1016/j.ijinfomgt.2008.11.010

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