Benefits of ISO 20000 IT service management certification
Fecha de publicación
2014-12-31ISSN
1617-9846
Resumen
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.
Tipo de documento
Artículo
Versión del documento
Versión aceptada
Lengua
English
Materias (CDU)
33 - Economía
Palabras clave
ISO 20000
Administració
Management
Gestión de empresas
Normalització
Standardization
Normalización
Páginas
18
Publicado por
Springer Berlin Heidelberg
Colección
14; 1
Publicado en
Information Systems and e-Business Management
Citación
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
Nota
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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