Benefits of ISO 20000 IT service management certification
Author
Cots, Santi
Casadesus, Marti
Marimon, Frederic
Publication date
2014-12-31ISSN
1617-9846
Abstract
This paper explores the benefits organizations perceive that they have attained by their ISO 20000 service management system standard certification. The paper proposes a classification of benefits and tests the relationship between that classification and general satisfaction with the standard. The study is based on 105 responses to ISO-20000-certified organisations survey in Spain. After a descriptive analysis of the sample, a structural equation model is designed to test the hypotheses presented. According to the model, ISO 20000 benefits can be divided into those which are internal and those which are external. The variables that best define each type are identified. Moreover, those benefits are shown to be related to general satisfaction with ISO 20000 certification. The findings can be extended to other IT service management (ITSM) standards such as ITIL.
Document Type
Article
Document version
Accepted version
Language
English
Subject (CDU)
33 - Economics. Economic science
Keywords
ISO 20000
Administració
Management
Gestión de empresas
Normalització
Standardization
Normalización
Pages
18
Publisher
Springer Berlin Heidelberg
Collection
14;1
Is part of
Information Systems and e-Business Management
Citation
Cots, Santi; Casadesús, Martí; Marimon Viadiu, Frederic. «Benefits of ISO 20000 IT service management certification». Information Systems and e-Business Management, 2016, vol. 14, núm. 1, p. 1-18. Disponible en: <https://link.springer.com/article/10.1007/s10257-014-0271-2?wt_mc=internal.event.1.SEM.ArticleAuthorAssignedToIssue#page-1>. Fecha de acceso: 03 jul. 2019. https://doi.org/10.1007/s10257-014-0271-2
Note
This is a post-peer-review, pre-copyedit version of an article published inInformation Systems and e-Business Management. The final authenticated version is available online at: http://dx.doi.org/10.1007/s10257-014-0271-2
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Rights
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