Implementation of Service-Oriented it Management: an Empirical Study on Swiss it Organizations

Due to an enhanced customer focus in the planning, development and delivery of IT services, service-oriented IT management has become increasingly important. This paper investigates to what effect service-oriented IT management has already been put into place in Swiss IT organizations. Success factors for the implementation are analyzed and the benefit of a service-oriented IT organization is studied. For this purpose 53 Swiss IT organizations were analyzed by using both, structured questionnaires as well as structured interview technique. Based on the survey, this paper shows five typical benefit categories of service-oriented IT management and identifies three success factors of pertinent reorganization projects. Findings can serve as guidelines for other IT organizations and can be used as enabler for getting informed decisions regarding the initiation of service-oriented IT management

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