TITLE:
Case Study on M Company Best Practice with Global IT Management
AUTHORS:
Jiangping Wan, Xiaoyao Wan
KEYWORDS:
Global IT Management; IT Service Management; Enterprise Resource Planning; Centers of Excellence, Shared Services; Value Managers; Critical Success Factors; Analytic Hierarchy Process; Best Practices
JOURNAL NAME:
Technology and Investment,
Vol.3 No.3,
August
31,
2012
ABSTRACT: The propose of research is to help those global companies to improve their IT service management (ITSM) more effectively. The ITSM of M company is analyzed with global IT management model, which contains 12 structuring elements, and the structuring elements model and their best practices are established in the IT service operation and maintenance process in the views of centers of excellence, shared services and value managers. Both the 12 structuring elements and 5 M company’s best practices of ITSM are rated with both critical success factors and analytic hierarchy process. The best practices are in the following: good relationship with customers (0.279), seamless and efficient department cooperation (0.231), team proficient in business and enterprise resource planning professional knowledge (0.226), high-quality library of knowledge management (0.176) and educational training (0.088).