Exploring service issues within the IT organisation: Four mini-case studies |
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Authors: | Neil McBride |
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Institution: | Faculty of Technology, De Montfort University, Leicester LE1 9BH, United Kingdom |
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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. |
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Keywords: | IT service management IT service strategy Supplier management IT service desks Mini-case studies |
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