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政大機構典藏 > 商學院 > 資訊管理學系 > 期刊論文 > Item 140.119/63919

Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/63919

Title:	Barriers to Implementing Information Technology Infrastructure Library: A Multi-case Study on the Service-based Industry
Authors:	Shang, Shari S C;Lin, Shu-Fang 尚孝純;林淑芳
Contributors:	資管系
Keywords:	Total Quality Management;IT Service;ITIL
Date:	2010-03
Issue Date:	2014-02-18 10:25:57 (UTC+8)
Abstract:	This paper reports the findings of a multi-case study on three service-based companies. It intends to highlight the difficulties that the customer service centers of these companies had in their attempt to implement IT infrastructure library to improve organizational efficiency. The study was designed to collect data related to the barriers to investment in information technology infrastructure library (ITIL) across service and process. The main research method involved interviews in the organizational settings. The framework of balanced scorecard (BSC) was used to collect the data. Results of the multi-case study showed that the ITIL downsides were: 1) incongruence between quality improvement and customer’s expectation, 2) inefficiency in meeting customer’s needs, 3) conflicts between standardized processes and unanticipated requests, 5) lack of autonomy and calcified learning scope, and 6) people lacking integrative capability.
Relation:	Contemporary Management Research, 6(1), 53-72
Source URI:	http://www.cmr-journal.org/article/view/1131
Data Type:	article
Appears in Collections:	[資訊管理學系] 期刊論文

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