The preparedness of critical success factors of IT service management and its effect on performance

Ming-Shian Wu, Sun-Jen Huang and Li-Wei Chen

The Service Industries Journal, 2009, vol. 31, issue 8, 1219-1235

Abstract: Recently, information technology service management (ITSM) has emerged as a challenging research area. ITSM implementation often involves huge investment with unexpected risks. Therefore, understanding the preparedness of critical success factors (CSFs) and its effect on the organizational performance can help in not only reducing the risks but in also providing helpful guidance for enterprises. This empirical study explores the preparedness of ITSM-relevant CSFs and its effect on the organizational performance. The findings show that (1) the more important a CSF is, the more prepared the CSF is; (2) the organizational performance is mostly beneficial from customer and internal business process perspectives; and (3) only a few CSFs can significantly affect the organizational performance. Finally, the implications based on the findings are given for the management of ITSM implementation.

Date: 2009
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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:31:y:2009:i:8:p:1219-1235

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DOI: 10.1080/02642060903437014

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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