Information technology infrastructure library (ITIL)
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Date
2012
Authors
Lee, Chih Hui
Journal Title
Journal ISSN
Volume Title
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Abstract
The objective of this study is to examine the influence of five independent variables of top management, technology push, communication, training, and situated learning towards the optimization of IT service delivery with the moderating effect of employee engagement. This is a research done with quantitative design findings on the optimization of ITIL in IT service delivery in one of the multinational IT organization that has adopted ITIL best practices as their IT service management standard across the global team. There are total 200 sets of questionnaire have been distributed via web survey, email and survey paper distribution. All the respondents targeted are from the three regions of United States, Europe and Asia Pacific countries in the researched IT organization. There are only 125 questionnaires or 61% have been returned with completed answers and used for statistical analysis. Thus, the analysis indicated that top management, technology push, communication, training, and situated learning have significant positive impact on optimization of IT service delivery. In addition, the analysis result shows that all independent variables except technology push when integrated with employee engagement did not have significant influence on optimization of IT service delivery. Therefore, it is concluded that employee engagement has moderating effect on relationship between optimization of IT service delivery and top management, communication, training, and situated learning. In order to remain completive in the market, these factors are essential for any IT organizations while implementing ITIL best practices in IT service delivery.
Description
Master
Keywords
Business administration , Information technology infrastructure library (ITIL) , Service delivery