IT service management (ITSM) has emerged as one of the approaches to implementing IT
Governance in Australian Universities. A number of ITSM frameworks have been proposed
however, IT Infrastructure Library (ITIL) and Control OBjectives for Information and related
Technology (COBIT) have been most widely accepted and implemented internationally and
within Australia.
The research reported in this thesis was undertaken to shed light on the issues related to ITIL
adoption and implementation within Australian universities. To date academic research in ITIL
adoption and implementation has not been extensive as it is comparatively a new framework,
especially within Australian universities.
The theoretical framework proposed in this thesis has IT service management as the central
concept, implementing IT Governance to align the university and technology. This framework is
used to examine the experience of ITIL adoption in seven Australian universities, plus a detailed
case study on one university�s experience.
This research reveals a complex web of factors relating to ITIL implementation including; the
pre-implementation process; processes implemented; order of implementation; hiring external
expertise;, tool selection;, staff training; ongoing assessments; managing cultural change;
managing learning curve and resource strain. The findings provide an insight into practical
lessons for other Australian universities or similar organisations considering implementing IT
Governance through IT Service management frameworks. The method used in this research may
be useful for other organisations and researchers analysing universities and similar organisations
implementing ITIL. IT Governance and IT service management frameworks are diverse and
important areas which open a poorly researched field for further work.
| Identifer | oai:union.ndltd.org:ADTP/219067 |
| Date | January 2006 |
| Creators | Grewal, Sandeep Kaur, n/a |
| Publisher | University of Canberra. Information Sciences & Engineering |
| Source Sets | Australiasian Digital Theses Program |
| Language | English |
| Detected Language | English |
| Rights | ), Copyright Sandeep Kaur Grewal |
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