Papers by Francis Gacenga
The use of Information Technology (IT) has become more pervasive and, progressively, there has be... more The use of Information Technology (IT) has become more pervasive and, progressively, there has been a shift from a technology focus to a service focus in managing IT. The performance measurement of IT service management (ITSM) is a major challenge faced by organisations adopting best practice frameworks. The extensive adoption of ITSM frameworks by organisations may point to the acceptance by IT service managers that best practice frameworks such as Information Technology Infrastructure Library (ITIL®) and standards such as ISO/IEC 20000 can deliver real operational efficiencies, ultimately translating into business benefits. Some organisations implementing ITSM initiatives have reported realisation of benefits in cost savings and standardisations in delivery of IT service. Despite the appeal and the potential to realise benefits, the implementation of ITSM initiatives is complicated by the complexity in measuring performance. Measurement of the performance of ITSM is critical due t...
Bookmarks Related papers MentionsView impact
Bookmarks Related papers MentionsView impact
Bookmarks Related papers MentionsView impact
... Wui-Gee Tan, School of Information Systems, University of Southern Queensland, Toowoomba, Que... more ... Wui-Gee Tan, School of Information Systems, University of Southern Queensland, Toowoomba, Queensland, Australia, wui-gee.tan@usq.edu.au ... Performance measurement is: the process of quantifying the efficiency and effectiveness of action (Neely, Gregory and Platts 2005 ...
Bookmarks Related papers MentionsView impact
Bookmarks Related papers MentionsView impact
Bookmarks Related papers MentionsView impact
Communications of the Association For Information Systems, Feb 1, 2014
Bookmarks Related papers MentionsView impact
Prompted by the realisation that IT is now seen as a service, with a customer focus and process o... more Prompted by the realisation that IT is now seen as a service, with a customer focus and process orientation, the authors propose a model to measure IT service management (ITSM) performance. Measuring ITSM performance will enable organisations to demonstrate the benefit from their investment. The model is based on a systematic literature review that progressed from considering the general areas of organisation performance measurement to examining commonly used performance metrics. Although there are a number of studies on ITSM implementation, only a few considered the performance measurement of ITSM. A structured method for the design of the model was adopted through a three-level analysis. A comparison of existing performance measurement frameworks was first made to identify those that are suitable for ITSM and that would facilitate communication between the business and IT function. This was done using appropriate dimensions from past work of various performance measurement researc...
Bookmarks Related papers MentionsView impact
IT Service Management (ITSM) is transforming the management of the IT function on a global scale ... more IT Service Management (ITSM) is transforming the management of the IT function on a global scale with major changes in work practices. The intent of this study is to empirically explore how IT service management is adopted in today’s global economy. The article examines the adoption of ITSM processes as defined in the IT Infrastructure Library (ITIL®). The adoption of operational processes is compared to that of tactical/strategic level processes and the contribution of country, size, and industry sector to variation in adoption of ITIL processes is assessed. Institutional theory is used as a foundation for the study. The analysis is based on 623 responses to three surveys conducted in the UK, USA, DACH (German-speaking countries) and Australia. The study found organisations adopting ITIL implemented more operational level processes than the tactical/strategic level processes. DACH countries exhibit higher ITIL process adoption than the UK, USA, and Australia. Adoption varied on ind...
Bookmarks Related papers MentionsView impact
The extensive adoption of ITSM frameworks by organisations may point to the acceptance by IT serv... more The extensive adoption of ITSM frameworks by organisations may point to the acceptance by IT service managers that frameworks such as ITI L and standards such as ISO / IEC 20000 can deliver real operational efficiencies, ultimately translating into revenue-increasing and cost-reducing benefits. Organisations implementing ITS M initiatives report realisation of benefits in cost savings and standardisation in delivery of IT service and support. However, despite the appeal and the tremendous potential to realise benefits, the implementation of ITSM initiatives is slowed not only by the size of the investment required but also by the difficulty in quantifying benefits and linking operational and financial benefits together.
Bookmarks Related papers MentionsView impact
Bookmarks Related papers MentionsView impact
This paper shares the experiences of researchers and research support teams to enable eResearch t... more This paper shares the experiences of researchers and research support teams to enable eResearch that is ethically sound, particularly with regard to the consent of research participants. . A key goal of eResearch is to use compute and data intensive infrastructure and collaborative approaches supported by advanced ICTs (HPC, Cloud Storage, Collaborative tools and High Speed networks) to enable data sharing and re-use. This paper shares the practical challenges and solutions from the perspectives of researchers and research support teams at the University of Southern Queensland (USQ) and poses questions and suggestions on ethics dilemmas such as ensuring that research participants have consented to share the data collected on them with other researchers. A collaborative and consultative approach involving teams in the USQ Office of Research, the USQ Human Research Ethics Committee (HREC) Chair, the ICT Service Division and Library Services division resulted in successful outcomes for...
Bookmarks Related papers MentionsView impact
It has been reported that, on average, 70% of the IT budget is spent on IT operations. Although o... more It has been reported that, on average, 70% of the IT budget is spent on IT operations. Although organisations have increasingly adopted ITS M as an approach to effectively managing their IT operations, few independent empirical studies have been published exploring the benefits of ITSM. The study reported is being conducted in three stages over three years. In the first stage in November to December 2009 itSMF conducted a survey by sending out an online questionnaire of ITS M benefits to its 2,085 members and 263 responses were collected.
Bookmarks Related papers MentionsView impact
Few guidelines exist for industry practitioners on the performance measurement of IT Service Mana... more Few guidelines exist for industry practitioners on the performance measurement of IT Service Management (ITSM). Little academic research has been conducted on the performance measurement of ITSM. We propose to develop a framework and contingency theory for the performance measurement of ITSM by using a combination of methods and paradigms. We present a novel approach of mixed methods combining rigour and relevance. A review of the existing industry and academic literature reveals that there exists a gap in theory for performance measurement of ITSM. There is also a lack of a contextualised performance measurement framework for ITSM. Reflecting on the progress to date we find benefits in a mixedmethod approach that engages with industry practitioners and academics. We share our reflections on the lessons learnt from taking this approach. Our study contributes to theory and practice in the performance measurement of ITSM. We present research in progress detailing the design, applicati...
Bookmarks Related papers MentionsView impact
The growth of the service economy has resulted in service-oriented thinking. IT departments have ... more The growth of the service economy has resulted in service-oriented thinking. IT departments have increasingly adopted IT service management (ITSM) frameworks, particularly the IT infrastructure library (ITIL). Despite the appeal and the potential to realise benefits, the practice of ITSM is hindered by difficulty in measuring performance. Using a systematic literature review, survey and qualitative analysis, we analyse the performance measurement of the three most implemented ITIL processes: change, incident and problem management. This paper offers an empirical analysis and proposes an approach to organising ITSM performance metrics. The findings of a survey of 203 IT service managers conducted in 2009 are presented. The findings show that despite the proliferation of performance metrics, organisations implementing ITSM frameworks report challenges due to lack of expertise, limited resources and poor engagement within business.
Bookmarks Related papers MentionsView impact
Despite the appeal and the tremendous potential to realise benefits, the implementation of IT Ser... more Despite the appeal and the tremendous potential to realise benefits, the implementation of IT Service Management (ITSM) initiatives is hindered by the difficulty in quantifying benefits and measuring performance. The growth of the service economy has increasingly resulted in service-oriented thinking as organisations attempt to increase value delivered to their customers. Although a phenomenal adoption of ITSM frameworks, particularly ITIL, is observed, it is not accompanied by standardisation of ITSM performance measurement. A standardised performance measurement framework is required and the research project described in this paper is an important step in addressing that need. The objective of this paper is to provide an analysis of the performance measurement of IT service management. The findings of a recent survey are presented and a preliminary organising framework for ITSM performance measurement is developed. Using Balanced Scorecard perspectives the benefits and challenges ...
Bookmarks Related papers MentionsView impact
Bookmarks Related papers MentionsView impact
Bookmarks Related papers MentionsView impact
Bookmarks Related papers MentionsView impact
When asked about their ITSM performance measurement practices most organisations respond hesitant... more When asked about their ITSM performance measurement practices most organisations respond hesitantly and usually have a glum view of their efforts, tending to focus more on ITSM performance measurement challenges. However there are good practices that are found amidst the challenges. This case study provides an account of the performance measurement practices of an Australian public sector organisation.
Bookmarks Related papers MentionsView impact
Uploads
Papers by Francis Gacenga