Towards IT Service Management Excellence

A transition from a product or technology oriented software company to a service-oriented company with a systematic IT service management is a major change that causes headache for many quality managers. Unfortunately often, this change is seen as a massive tool project but customers and staff are forgotten during the change. In this study, we aim at creating a service management framework that would help IT service provider organizations to better take into account peoplerelated issues during a journey towards a service organization. We shall explore what does a concept of excellence mean in the management of information and communication technology services. Additionally, the objective of our model is to decrease the change resistance related to adoption of IT service management processes and methods. Our framework is based on IT service management best practice framework IT Infrastructure Library (ITIL), IT service management standards as well as studies studies of service excellence. The research problem of this study is: How IT service management processes should be implemented by IT service provider organizations while supporting the concept of service excellence? The main contribution of this paper is to present a preliminary version of Service Management Excellence framework that combines process exellence, service excellence and project excellence into a unified approach. Keywords—IT service management; organizational change; service excellence.