[Abstract]: Despite the phenomenal popularity of ITIL as reported in IT practitioner magazines, there has been little academic research published to date about issues related to ITIL adoption and implementation. After reviewing current literature, this research provides preliminary findings from...

[Abstract]: A retrospective review of participants in a SPICE-based process improvement program is currently underway. The objective of the review is to consider the long-term impact of the program on small firms. After establishing the need to evaluate the long-term effects in small firms, this...

There is a definite focus in Information Systems (IS) research that is based around the identification of variables that measure the factors that influence IS success in small business. Identification of measures is of importance to the individuals running those businesses as well as researchers...

Engineering asset management organisations (EAMOs) are increasingly motivated to implement business intelligence (BI) systems in response to dispersed information environments and compliance requirements. However, the implementation of a business intelligence (BI) system is a complex undertaking...

Purpose: Although an increasing number of organisations implement the Information Technology Infrastructure Library® (ITIL®) with the aim to improve provision of information technology services to their customers, a significant number of ITIL implementations do not achieve the expected...

Many IT service departments are adopting IT service management best practice frameworks such as the IT Infrastructure Library (ITIL) to improve the quality of service to customers. This study reports on recent surveys and case studies of organizations which have embarked on IT service management...