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Exploring service issues within the IT organisation: Four mini-case studies

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  • McBride, Neil

Abstract

This case study paper presents four mini-case studies which explore IT service management issues within IT departments. It suggests that there is a shift in focus in IT away from the technical artefacts towards customer directed services. The case studies concern a hospital, a provider of marine charts, a logistics company and the batch operations of a bank. A range of issues are discussed including the provision of customer support, the acquisition of software and services, relationships with suppliers and the development of service strategy. The mini-case study is presented as a vehicle for identifying research issues and for teaching IT service management concepts in short tutorial sessions.

Suggested Citation

  • McBride, Neil, 2009. "Exploring service issues within the IT organisation: Four mini-case studies," International Journal of Information Management, Elsevier, vol. 29(3), pages 237-243.
    • Handle: RePEc:eee:ininma:v:29:y:2009:i:3:p:237-243
    DOI: 10.1016/j.ijinfomgt.2008.11.010
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