Performance of Information Technology Service Management in Australia - Essay Example

Learning Monitoring Tool Report Name Institution Date Table of Contents Table of Contents 2 Learning Monitoring Tool Report 2 Section 1: Summary 2 Section two: Key learning points 4 Section three: Critic statements 5 Section four: critical analysis 8 Section five: Application to UAE 9 Section six: Conclusion 10 References 11 Learning Monitoring Tool Report Section 1: Summary IT frameworks ensure competence and efficiency in working. The article analyses the benefits of IT service management and a measurement of their performance at international levels. It gathers information from three states, United Kingdom, Australia and United States. The article then analyses results from the three states by comparing survey results. Effectiveness of information systems internationally and the measure of performance of Information Technology Service Management (ITSM) in Australia were the main aspects of interest in the article. The article uses Australia as the benchmark for findings from United States and United Kingdom. It also provides a summary of the findings in tabular form. Analysis of ITSM included data on distribution of users and process of implementation in the countries. The article employed survey methods among Australian populations and the data collected was analyzed qualitatively and quantitatively. Descriptive statistics was used in the case of quantitative analysis. For qualitative analysis, drawing of conclusions, data reduction and data display techniques were used. Data collection designs involved use of online questionnaires and information from academic and industrial sources.The results are finally summarized in tables for comparisons and illustrations. The article also contains challenges that were encountered in measuring of ITSM. The benefits and measurement of ITSM performance is done through empirical and theoretical studies as provided by the article. The study identifies empirical and theoretical studies in the literature review through systematic approach. The significance and objective of the study is evident and attained through the research and comparison activities. There are however limitations which were encountered in the study process. This provides future directions in case of a possible future study of the same nature. Results from the survey are presented in a balanced scorecard structure. This is a tool that managers use in managing performance by monitoring actions of staff and controlling the outcome. Section two: Key learning points Other than the objectives and significance f the study, the article also provides important learning points through the study. The first key learning point is the meaning and scope of Information Technology Service Management (ITSM). This includes the different frameworks of ITSM such as IBM and HP IT service management models, Microsoft Operations Framework and IT infrastructure Library or the ITIL. The scope of ITSM also includes linking the relevant IT services to organizational needs and requirements. Another framework of ITSM is also the ITSM standard ISO/IEC 20000. This offers effectiveness in the organization operation activities. The study also identifies different areas in the organization where ITSM is relevant. This includes general operations of the business and economic activities. It therefore concludes that ITSM is necessary in influencing the productivity of organizational elements, profitability if its operations and quality of the general organization. Secondly, the measurable benefit realized as a result of ITSM implementation is also a key learning point in the article. This includes benefits realized by the organization and also accrued to stakeholders such as staff and customers. The concept has been accepted and adopted by many organizations world wide. According to the report, this acceptance and intensive global usage was as a result of advocacy given by the internationally active IT service Management Forum. It states that, implementing a quality Information Technology services that meet the organization requirement ensure efficiency and sufficient control of information systems by the management. The article how this ITSM efficiency increases revenue of the organization while it cuts on the costs of its operations. Lastly, another key learning point includes measures of performance that organizations use in defining the benefits of ITSM. The study identifies measuring ITSM performance in the organization as a fundamental requirement for the organization. It also identifies cost and benefit comparison on and from implementation of Information Technology Service management as an appropriate method for gauging its performance and returns. The study also elaborates on Balance Scorecard technique as a tool used by managers in measuring performance of ITSM through monitoring and control. Measurement covers all aspects of the organization like quality of the organization, its profitability and level of productivity. This includes economic factors and activities in the operations of the business. Tuttle model, Sink, SERVQUAL and other models have been employed in measuring these elements of the organization. Section three: Critic statements The study involves statements which some are true while some are debatable. Initially, the study provides that metrics used in measuring performance is likely to influence high performance of the business goals; this statement is true, since through Balance scorecard approach, the business is in a position to link the goals of its units to the general business strategy (IRMA, 2006). This is possible when the approach clearly states the objectives of the business, plan for realizing these goals and how to measure the outcome. BSC model also influence the performance of organization goals through its four perspectives, which are also main elements of an organization’s goals. These include innovation and learning, business financial aspects, its general internal business environment and customers. Niven (2010) states that an organization attains high returns on assets and from investing its equity if it associates its financial measures and consequences. This applies in setting organizational consumer policies where the policies are linked to consumer response, same to organizational growth and internal business policies. In this case, the BSC measures performance using non financial bases, performance and monitoring strategies and the management plan. Another agreeing statement in the study is that the use of survey research was most suitable for the study. This is because the question of the study involves what incident is occurring, reasons of its occurrence and how it is happening. This statement is true. According to Shaughnessy (2011), a survey research aims to answer questions in the study that were already formulated before the study. The article of the study involves a rapid adoption of the ITSM system by many business organizations globally. Survey research also is used to determine how this implementation is taking place and the reason for the mass implementation. It achieves this through measurement of benefits and performance of ITSM. Business models employed by managers are also used for simulation purposes such as the BSC model and the SERVQUAL model. Survey research also serves where there is necessity for comparison of findings. It involves study of a smaller representative sample of a whole population and comparison of the results from different population samples (Sapsford, 2007 ). These results then display the behavior of the whole population. The paper involves a study of the whole international organizations and application of ITSM in their business operations. Through survey research, three countries are selected out of the many globally and fifteen organizations chosen as samples from the countries selected. Results obtained from Australia were then compared with statistics from United Kingdom and United States of America. The survey was therefore the appropriated for the study and research. There are however some statements in the article whose reliability. The article indicates that ITSM industrial publications are available than academic publications. This suggests that practitioners’ relevance is more appropriate in analyzing ITSM performance than the academic rigor. This statement is however not true. According to (Davenport, 1999), although researchers argue that Information Systems research can be carried out basing on relevance without affecting, academic research rigor, the two concepts need to be linked for effective performance measurement. Due to the need for more research, academic research rigor comes in. Both models are applied since ITSM measurement is practical and at the same time theoretical analysis can also be conducted. Tushman, et al, (2007) states that research academic research such as the applied theory integrate scholarly theories to practical problems. This shows that the two approaches are closely linked to each other and might not be used independently in analyzing the performance of Information Technology Service system. He states that, both models are valid as long as they measure performance since without measurement, there is no control. Section four: critical analysis The title of the study is an international analysis of Information Technology services management benefits and performance measurement. It is broad enough to cover the main concepts of the study (Herbst, 2004). The article covers the scope of ITSM and its framework. It also examines the benefits of ITSM in organizations internationally through a case study of three major countries. Using empirical and theoretical studies, it identifies the different metrics used in measuring performance of ITSM. The international analysis aspect is achieved through studies carried out in Australia, United Kingdom and United States of America. The study finally carries out the analysis by comparing findings from Australia with those of other countries and draws conclusions. The literature review of the study involves both empirical and theoretical studies. The study states procedures of obtaining information as empirical and theoretical studies and employs them. The evidences concern Information services and their effectiveness only. The literature review clearly describes the topic and objective of the study which entails evaluation of ITSM performance and benefits by comparing international survey results of Australia, UK and US. It illustrates a detailed understanding of the research concept and analysis of past studies (). The study sticks to the concept and illustrates past studies related to the topic of research The theoretical study of the article employs Schneberger’s continuum study where academic researchers integrate rigor while practitioner emphasize on relevance on the other side while focusing on one objective. The literature review also illustrates possible gaps that future proposed studies are likely to handle. It leaves unsettled the aspects of the specific metrics that gauge ITSM performance and methods of deriving them. Herbst (2004) states that, an effective literature review must studies related to research topic but not the main study research. It states that, other literatures contain aspects of Information Service; however, none had analyzed the international performance of ITSM. Evidences drawn in the literature review finally support data analysis and results as information and statistics are drawn from these evidence. Methodology employed is appropriate for the study. The method includes survey research that analyzes samples representative of large populations and compares findings. It is appropriate since the research is all about sample analysis and comparison or international results. It also involves online questionnaire which is most appropriate for the study since it’s an international research involving organizations indifferent countries. However, it can be unreliable since the respondents are some of them might lie or disregard it. Findings of the study are linked with literature review as they are drawn from the empirical and theoretical studies. References are also relevant since all references stated are included within the body of the article. Section five: Application to UAE The current UAE business culture is encouraging ITSM implementation in the business operations. This was however not the years before. Impetus consultancy based in Dubai was the first organization in UAE to implement ITSM in business operations. In order for other business to realize the importance of ITSM, the subject needs to be taught in colleges and in house or in job trainings offered. Impetus consultancy offers the causes. Organizations can then employ BSC model in monitoring and controlling the performance of its staff. The organization offers ITIL expert courses which are done within about 25days. This also includes in-house trainings. More organizations like the Dubai Aluminum Company Limited (DUBAL) are also working towards achieving ISO/IEC 20000-1:2005 I.T Service Management certification while incorporating ITSM. The organization has implemented ITIL which is an international operating system to issue instructions for effective IT management. Provision of the ISO IT certification encourages implementation of ITSM such that businesses are now required to get certified. The provision includes effective management processes required for a business to be successful and serve its customers more efficiently (DUBAL, 2009). The vice president, information technology Dubai, Mr. Ahmad M Almulla states that, integration of ISO and IEC projects aimed at developing the IT standards and provides more quality services to consumers while improving organizational quality. Section six: Conclusion The main learning point from the study is the importance of implementing an ITSM in the business organization. ITSM involve four different perspectives applicable in a business environment, including finance, business growth and customer function. These aspects are also crucial to the organization, thus increasing the benefits of ITSM implementation accrued by business firms. From the study, the scope of ITSM learning point. The frameworks of ITSM are clearly illustrated in the study, especially the importance of ITIL. The BSC model is also an important tool used by the management in assessing the activities of staff to be able to control the consequences of their outcome. References Information Resources Management Association., & Khosrowpour, M. (2006). Emerging trends and challenges in information technology management. Hershey, Penn: Idea Group. Davenport, T.H (1999). Rigor Vs Relevance revisited: Reponse to Benbasat and Zmud. MIS Vol. 23 No. 1, pp19-23 Shaughnessy, J., Zechmeister, E., & Jeanne, Z. (2011). Research Methods in Psychology. (9 ed.) New York, NY: McGraw Hill. Gacenga, F., Cater-Steel, A., Toleman, M., Tan, W.-G. (2011). "Measuring the Performance of Service Orientated IT Management," Proceedings > Proceedings of SIGSVC Workshop . Sprouts: Working Papers on Information Systems, 11(162). Dubai Aluminium Company Limited (DUBAL) (2009). Dubai Aluminium notches up another ISO first: Aluminium giant joins world elite by achieving ISO/IEC 20000-1:2005 I.T. Service Management certification. DUBAL. Read More

This includes general operations of the business and economic activities. It therefore concludes that ITSM is necessary in influencing the productivity of organizational elements, profitability if its operations and quality of the general organization. Secondly, the measurable benefit realized as a result of ITSM implementation is also a key learning point in the article. This includes benefits realized by the organization and also accrued to stakeholders such as staff and customers. The concept has been accepted and adopted by many organizations world wide.

According to the report, this acceptance and intensive global usage was as a result of advocacy given by the internationally active IT service Management Forum. It states that, implementing a quality Information Technology services that meet the organization requirement ensure efficiency and sufficient control of information systems by the management. The article how this ITSM efficiency increases revenue of the organization while it cuts on the costs of its operations. Lastly, another key learning point includes measures of performance that organizations use in defining the benefits of ITSM.

The study identifies measuring ITSM performance in the organization as a fundamental requirement for the organization. It also identifies cost and benefit comparison on and from implementation of Information Technology Service management as an appropriate method for gauging its performance and returns. The study also elaborates on Balance Scorecard technique as a tool used by managers in measuring performance of ITSM through monitoring and control. Measurement covers all aspects of the organization like quality of the organization, its profitability and level of productivity.

This includes economic factors and activities in the operations of the business. Tuttle model, Sink, SERVQUAL and other models have been employed in measuring these elements of the organization. Section three: Critic statements The study involves statements which some are true while some are debatable. Initially, the study provides that metrics used in measuring performance is likely to influence high performance of the business goals; this statement is true, since through Balance scorecard approach, the business is in a position to link the goals of its units to the general business strategy (IRMA, 2006).

This is possible when the approach clearly states the objectives of the business, plan for realizing these goals and how to measure the outcome. BSC model also influence the performance of organization goals through its four perspectives, which are also main elements of an organization’s goals. These include innovation and learning, business financial aspects, its general internal business environment and customers. Niven (2010) states that an organization attains high returns on assets and from investing its equity if it associates its financial measures and consequences.

This applies in setting organizational consumer policies where the policies are linked to consumer response, same to organizational growth and internal business policies. In this case, the BSC measures performance using non financial bases, performance and monitoring strategies and the management plan. Another agreeing statement in the study is that the use of survey research was most suitable for the study. This is because the question of the study involves what incident is occurring, reasons of its occurrence and how it is happening.

This statement is true. According to Shaughnessy (2011), a survey research aims to answer questions in the study that were already formulated before the study. The article of the study involves a rapid adoption of the ITSM system by many business organizations globally. Survey research also is used to determine how this implementation is taking place and the reason for the mass implementation. It achieves this through measurement of benefits and performance of ITSM. Business models employed by managers are also used for simulation purposes such as the BSC model and the SERVQUAL model.

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