Software Engineering, Artificial Intelligence, Networking and Parallel/Distributed Computing pp 103-111 | Cite as
Information Technology Service Management: A Thailand Perspective
Summary
This paper reports the results of a survey conducted at the first Thailand itSMF conference held in Bangkok, Thailand in November 2007. The results indicate that the adoption of Information Technology Service Management (ITSM) frameworks is driven mainly by multinational and large domestic companies and the ITSM frameworks are implemented mainly to improve the quality of service for the stakeholders as well as to comply with international standards. Information Technology Infrastructure Library (ITIL) appears to be the most popular framework for adoption. Training and certification emerge as key issues. Recommendations for further research conclude this article.
Keywords
Service Management Information Technology Infrastructure Library Service Delivery Process Public Sector Institution Popular FrameworkPreview
Unable to display preview. Download preview PDF.
References
- 1.Hochstein, A., Zarnekow, R., Brenner, W.: ITIL as Common Practice Reference Model for IT Service Management: Formal Assessment and Implications for Practice. In: Proceedings of the 2005 IEEE international Conference on E-Technology, E-Commerce and E-Service (Eee 2005) on E-Technology, E-Commerce and E-Service, March 29 - April 01, 2005, pp. 704–710. IEEE Computer Society, Washington (2005)CrossRefGoogle Scholar
- 2.Cater-Steel, A., Tan, W.-G.: itSMF Australia 2005 Conference: Summary of ITIL Adoption Survey Responses. Technical Report. Toowoomba, Australia: University of Southern Queensland (2005)Google Scholar
- 3.Cater-Steel, A., Tan, W.-G.: Implementation of IT Infrastructure Library (ITIL) in Australia: Progress and Success Factors. In: IT Governance International Conference, Auckland, NZ (2005)Google Scholar
- 4.Rudd, C.: An Introductory Overview of ITIL Version 2. The UK Chapter of the IT Service Management Forum, itSMF Ltd (2004)Google Scholar
- 5.Holub, E.: Toolkit: Best Practices to Successfully Implementation ITIL. Gartner Publication Date: March 1, 2007, ID Number: G00146542 (2007)Google Scholar
- 6.Jin, K., Ray, P.: Business-Oriented Development Methodology for IT Service Management. In: Proceedings of the 41st Annual Hawaii international Conference on System Sciences (HICSS 2008), January 07 - 10, 2008, vol. 00 (2008)Google Scholar
- 7.Govekar, M.: Toolkit: European Polls on ITIL Adoption. Gartner Publication Date: April 11, 2007, ID Number: G00147236 (2007)Google Scholar
- 8.Salle, M.: IT Service Management and IT Governance: Review, comparative Analysis and their Impact on Utility Computing. HP Laps, Technical Report HPL-2004-98Google Scholar
- 9.OGC. IT Infrastructure Library - planning to implement service management. ITIL: managing IT services. Stationery Office, London. Office of Government Commerce (2002)Google Scholar
- 10.Bittinger, S.: ITIL Adoption in Asia Pacific - 2005 Update. Gartner Publication (2005)Google Scholar
- 11.Galup, S., Quan, J.J., Dattero, R., Conger, S.: Information technology service management: an emerging area for academic research and pedagogical development. In: Proceedings of the 2007 ACM SIGMIS CPR Conference on 2007 Computer Personnel Doctoral Consortium and Research Conference: the Global information Technology Workforce, St. Louis, Missouri, USA, April 19 - 21 (2007)Google Scholar
- 12.Tan, W.-G., Cater-Steel, A., Toleman, M.: Implementing centralised IT service management: drawing lessons from the public sector. In: ACIS 2007 18th Australasian Conference on Information Systems: the 3 Rs: Research, Relevance and Rigour - Coming of Age, Toowoomba, Australia, December 5-7 (2007)Google Scholar