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首页> 外文期刊>Communications of the Association for Information Systems >IT Service Management: A Cross-national Study of ITIL Adoption
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IT Service Management: A Cross-national Study of ITIL Adoption

机译：IT服务管理：ITIL采用的跨国研究

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IT Service Management (ITSM) is transforming the management of the IT function on a global scale with major changes in work practices. The intent of this study is to empirically explore how IT service management is adopted in today’s global economy. The article examines the adoption of ITSM processes as defined in the IT Infrastructure Library (ITIL?). The adoption of operational processes is compared to that of tactical/strategic level processes and the contribution of country, size, and industry sector to variation in adoption of ITIL processes is assessed. Institutional theory is used as a foundation for the study. The analysis is based on 623 responses to three surveys conducted in the UK, USA, DACH (German-speaking countries) and Australia.The study found organisations adopting ITIL implemented more operational level processes than the tactical/strategic level processes. DACH countries exhibit higher ITIL process adoption than the UK, USA, and Australia. Adoption varied on industry sector, and, in part, on organisation size. Based on a discussion of theory and practice, the article derives insights for academics and industry when introducing ITSM in the IT function.
机译：IT服务管理（ITSM）通过对工作实践的重大改变，正在全球范围内改变IT功能的管理。这项研究的目的是凭经验探索在当今的全球经济中如何采用IT服务管理。本文研究了IT基础结构库（ITIL？）中定义的ITSM流程的采用。将操作流程的采用与战术/策略级别流程的采用进行比较，并评估国家，规模和行业部门对ITIL流程采用变化的贡献。制度理论被用作研究的基础。该分析基于对在英国，美国，DACH（德语国家）和澳大利亚进行的三项调查的623份答复。研究发现，采用ITIL的组织比战术/战略层面的流程实施了更多的运作层面的流程。与英国，美国和澳大利亚相比，DACH国家展示出更高的ITIL流程采用率。采用情况因行业而异，部分取决于组织规模。在理论和实践的讨论基础上，将ITSM引入IT功能时，本文将为学术界和行业界提供见识。

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