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Study On The Influence Of Project Stakeholders On The Successful Implementation Of IT Service Management

Posted on:2015-04-06Degree:DoctorType:Dissertation
Country:ChinaCandidate:Y J ZhangFull Text:PDF
GTID:1109330428966118Subject:Management Science and Engineering
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As the booster of enterprise informationization, IT service management (ITSM) has become an effective means of quantifying IT management and improving IT operation and maintenance level for modern enterprises. An increasing number of government agencies and enterprises begin to implement ITSM, but the implementation situation is not optimistic. Thus, how to improve the success rate of ITSM implementation has become the hot issue at home and abroad. Although foreign scholars exploratory identify the critical success factors in ITSM implementation, there is deficiency in the content and method. In addition, the relationships, underlying mechanisms, and boundary conditions between top management support, user support, consultant support, vendor support, and successful implementation of ITSM are not clear. Consequently, this dissertation combines qualitative and quantitative research methods to discuss the potential impact of project stakeholders on the successful implementation of ITSM. The research work and contributions in this study are as below.First of all, this dissertation explores the critical success factors in ITSM implementation by Delphi method in Chinese context and compares with foreign researches. A full list of48critical success factors and three categories (project stakeholder, process and technology) are identified from consultant and vendor perspectives. By comparing with foreign researches, we find that cultural background, contact history, and implementation experience cause the differences in critical success factors content and rank.Then, this dissertation discusses the underlying mechanisms of top management support, user support, consultant support, and vendor support on the successful implementation of ITSM based on conflict resolution perspective. The theoretical hypotheses are tested based on the327valid questionnaires. The result indicates that top management support, user support, consultant support, and vendor support all have significantly positive effect on successful implementation of ITSM, but the degree is different, specifically, user support and consultant support affect the result of ITSM implementation very much, vendor support less, and top management support the least; conflict resolution plays a partial mediating role in the relationships between top management support, user support, consultant support, vendor support, and successful implementation of ITSM, that is, top management support, user support, consultant support and vendor support increase successful implementation of ITSM both directly and indirectly through their effect on conflict resolution.Finally, this dissertation discusses the boundary conditions of internal support (top management support and user support) and external support (consultant support and vendor support) on the successful implementation of ITSM based on task complexity and task interdependence perspectives. This dissertation uses hierarchical regression analysis to test the hypotheses through the201valid questionnaires. The results indicate that internal support and external support both have significantly positive effect on successful implementation of ITSM, but the former has greater influence than the latter; task complexity negatively moderates the relationships between internal support, external support and successful implementation of ITSM, that is, the positive relationships between internal support, external support and successful implementation of ITSM will be stronger when task complexity is lower; task interdependence positively moderates the relationships between internal support, external support and successful implementation of ITSM, that is, the positive relationships between internal support, external support and successful implementation of ITSM will be stronger when task interdependence is higher.
Keywords/Search Tags:Project stakeholders, project management, IT service management, enterpriseinformatization, information systems implementation
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