Implementing centralised IT service management: drawing lessons from the public sector

摘要

[Abstract]: The IT service management model represents a paradigm shift for IT organisations as it deemphasizes theudmanagement of IT assets and focuses on the provision of quality end-to-end IT services. This paper presents partudof an in-depth study that examines the experience of a government agency, Queensland Health, in theudimplementation of a centralised IT service management model based on the ITIL framework. The paper shedsudlight on the challenges and breakthroughs, distils a set of critical success factors and offers a learningudopportunity for other organisations. Outsourcing some activities and tool requirements to vendors was seen asudone contributor to success although ensuring effective technology transfer to in-house staff was also necessary.udAnother success factor was centralisation of IT services. Commitment of senior management was also crucial asudwas a recognition of the need for effective change management to transform the organisational culture to audservice-oriented focus.