Exploring service issues within the IT organisation: Four mini-case studies (journal article)
By Neil McBride
from International Journal of Information Management Vol. 29 Iss 3 June 2009, pp. 237-243
"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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