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The Impact of IT Service Process Maturity on IT Outsourcing Performance  

An, Joon-M. (Konkuk University, Management information Systems)
Lee, Seog-Jun (Konkuk University, Management information Systems)
Kim, Hyun-Myung (Dongbu CNI, Quality Assurance Team)
Publication Information
Information Systems Review / v.9, no.2, 2007 , pp. 189-207 More about this Journal
Abstract
The importance of IT service management to improve the effectiveness and efficiency of IT outsourcing practices or performance has been emphasized in the fields. Accordingly, several methodologies of IT service management have been adopted in a fashion. This case based research tries to analyze the effects of ITIL-based IT service management practice in a company on IT outsourcing performance. The case analysis shows that ITIL-based service management influences systems quality, information quality, and service quality in direct manner. But it does not influence systems use and systems satisfaction in a meaningful way. This study would help IT service managers construct IT service environment which improves the performance of IT outsourcing service delivery and also researchers set up research proposition in a concise way in the future.
Keywords
IT Service Management; IT Outsourcing; ITIL(IT Infrastructure Library); Case Study;
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