An ITSM Research Journey:

Findings, Experiences, Reflections

Francis Gacenga

Road Map

Reflections

The Research

Introduction

Research Findings

Discussion

Introduction

Work

Research

The Research

Information Technology/Systems

Management

Information Technology/Systems

Management

Information Technology Service Management (ITSM)

Information Technology Service Management (ITSM)

ITSM performance measurement

ITSM performance measurement

Research Design

Conceptual Model

Literature Review

High Level ITSM PMF

SurveyMethod

Purposive sample of itSMF Australia members2085 surveyed, 263 responses, 214 usable

Key QuantitativesBSC mostly in use, close to half do not know PMF in

useSignificant correlation between metrics and PMF useProcess benefits related to organsiation level benefits

Key QualitativesProcess metrics focused on outcomes, stage, types,

conductTypical quantity and quality measures in use

Measuring practice and challenges

Refined Conceptual Model

Case study method: 6 case studies, 2 hour structured interviews, content analysis and cross

case analysis

$

Client Services Director

• Admin - IT managed service

provider• 200 to 999 staff

$5 to $9 Million

ITSM 4 years$

Service Plan Director,Performance Manager

• Health & community services

• > 10,000 Staff

> $150 Million

ITSM 8 years

$

Service Desk Manager

•Health & community services

•2,000 to 4,999 staff

> $150 Million

ITSM 1 year$

Services Manager, Reporting Analyst,

Project Office Manager, Operations

Manager•Not for Profit

•200 to 999 staff

> $150 Million

ITSM 3 years

A B $

Biz Integration Manager,

Service Level Manager, Service Manager,

IT Serv. Office Director, •Education

•5,000 to 9,999 staff

> $150 Million

ITSM 4 yearsD

$

QA & Certification Manager

• IT managed service provider

• > 10,000 staff

> $150 Million

ITSM 7 yearsC E F

Publ i c

Pr i vate

Factors Influencing the Selection of ITSM Metrics

A

B

C

D

E

F

Organisation culture INT

ITSM manager perspective INTLegislation EXT

Senior management

philosophy INTIndustry sector

EXT

KEY:INT – Internal

EXT - External

INTGovernance,

Strategy & goals IS Function structure

ICT tools in use

Selection of Selection of ITSM ITSM

Performance Performance MetricsMetrics

External Contingency Factors

• Legislation (5)• Industry sector (5)• ITSM resources (4)• External customers (3)

ITSM Performance DIMENSIONS & Sample

Metrics

SERVICE• Customer satisfaction of end-to-end

service• Response time• Transaction time

FUNCTION• Actual spend against budget• Number of complaints and

compliments

PROCESS• Number of incidents• Number of successful changes• Incidents caused by changes• Operating level agreement

breaches

TECHNOLOGY• Network bandwidth usage• Server power consumption

Parent Organisation• Governance framework (6)• Corporate strategy & goals (6)• Organisation culture (5)• Senior management philosophy (5)• Internal customers (4)• Corporate performance framework (3)• Senior management needs (3)• CIO influence (3)

IS Organisation• IS function structure (6)• ITSM & ICT tools in use (6)• IS manager perspective (5)• IS function size (4)• IS goals (3)• IS function maturity (3)• IT operations staff influence (3)

Internal Contingency Factors

Based on Saunders

and Jones (1992) and

Myers et al. (1997).

ITSM Performance Metrics Selection Model

Confirmed Conceptual Model

Sample Metrics with Constituents

Reflections

Discussion

Links to publications available at:

THANK YOU

http://works.bepress.com/francis_gacenga/

http://eprints.usq.edu.au/view/people/Gacenga=3AFrancis=3A=3A.html

Case Study: Factors Influencing the Selection of ITSM Metrics

INTGovernance,

Strategy & goals IS Function structure

ICT tools in use

ABCDEF

Case Study: Factors Influencing the Selection of ITSM Metrics

ABDEF

Organisation culture INT

ITSM manager perspective INTLegislation EXT

Case Study: Factors Influencing the Selection of ITSM Metrics

ACDEF

Senior management

philosophy INTIndustry sector

EXT