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A critical investigation of the implementation of an information technology service management project in a UK higher education institution

Mohammed, T 2009, A critical investigation of the implementation of an information technology service management project in a UK higher education institution , PhD thesis, Salford : University of Salford.

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    Abstract

    This thesis investigates the implementation of an Information Technology Service Management (ITSM) project in a UK Higher Education Institution, the implications for employees and their working processes, and how employees live with these implications. The ITSM was a public sector promoted philosophy for managing IT services delivery and support encapsulated within broader government discourses of modernising public institutions. The focus of the thesis is on the efforts of the Computing and Information Services (CIS) Department to transform its service performance by seeking efficiency, effectiveness, value for money, and customer focused culture through the adoption of the information technology infrastructure library (ITIL) framework as the basis for the ITSM. The aim of the research is bringing insights into and providing critical interpretations of these efforts, and highlighting employees' transformative alternatives. Drawing on the critical research tradition ethnographic field work was conducted informed by the sociology of translation from Actor Network Theory and ideas from the critical social theorist Foucault. Data generated questioned the universal truth claims of the broader modernisation discourses as well as the managerial rationalisation discourses and the instrumental deployment of information technologies for achieving efficiency gains, consistency in IT service process, and cultural change within the CIS Department. The study suggests that the achievement of the ITSM claims of performance transformation and cultural change is contingent upon the micro dynamics of the local context. The theoretical contributions of the thesis are in addressing the recent call for Information Systems (IS) researchers to explore and bring insights into the ITSM as an emerging area of IS research, highlighting the usefulness of Foucault's latter work on the Ethics of the 'care of the self to critical IS research, and contributing to a growing body of empirical critical IS research. The practical contribution of the research is in informing ITSM professionals and institutions engaged in promoting ITSM best practice. The methodological contribution is in presenting an empirical framework for producing insight, critique and transformative redefinition in critical IS research.

    Item Type: Thesis (PhD)
    Contributors: Richardson, HJ(Supervisor)
    Additional Information:
    Schools: Colleges and Schools > College of Business & Law
    Colleges and Schools > College of Business & Law > Salford Business School
    Depositing User: Institutional Repository
    Date Deposited: 03 Oct 2012 14:34
    Last Modified: 17 Feb 2014 10:09
    URI: http://usir.salford.ac.uk/id/eprint/26822

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