ISSUES IN IMPLEMENTING INFORMATION TECHNOLOGY SERVICE MANAGEMENT

Abstract

Information Technology Service Management (ITSM) is gaining popularity both in the public and private sectors. Organizations regard it as an opportunity to upgrade their IT service quality, improve business performance and gain competitive advantages. However, many ITSM implementation projects failed. In this study, we first review the process of implementing ITSM using the Limits-to-Value framework. Second, we identify major barriers in implementing ITSM. Organizations should take proper measures in overcoming these barriers to ensure successful implementation of ITSM.