Abstract
PurposeThe purpose of this paper is to explore organizational and human factor-related challenges to information technology (IT) service management standard ISO 20000 in an emerging economy context. Then, this research has proposed some implications of the challenges to implementing environmental sustainability and circular economy.Design/methodology/approachTo fulfill the research purpose, an empirical study was undertaken. The data required for the current study, based on a Likert scale and using questionnaires, were collected through surveys, interviews, telephonic conversations and meetings with IT firm managers and staff. The ranking of challenges was obtained based on the mean and standard deviation calculated from the survey responses.FindingsThe results indicated that senior management support was the most significant challenge for the successful implementation of IT Service Management systems. Other significant challenges were the justification of significant investment, premium customer support, co-operation and co-ordination among IT support teams, proper documentation and effective process design.Practical implicationsThe current research is expected to help IT managers implement ISO 20000 and to manage environmental sustainability and circular economy across their organizational networks.Originality/valueTo the best of the authors’ knowledge, the current study is the first attempt to explore the organizational and human factor-related challenges to ISO 2000 in an emerging economy context. Furthermore, the current study proposes implications to the challenges to environmental sustainability and circular economy.
Highlights
Information and communication technology (ICT) is the unified communications through the combination of telecommunications, computers and other enterprise software, storage, and audio-visual systems
To overcome the challenges identified in his study, Jäntti [24] recommended a number of solutions including priority coding system, implementation of service level agreement interface between incident management and problem management, identification of repeating incidents, implementing change management reports and introducing information technology (IT) service management tools
Iden and Eikebrokk [28] ( reviewed the extant literature related to the implementation issues of IT Service Management (ITSM) and the Information Technology Infrastructure Library (ITIL)
Summary
Information and communication technology (ICT) is the unified communications through the combination of telecommunications, computers and other enterprise software, storage, and audio-visual systems. Haseeb et al [6] shows that elements of Industry 4.0 such as big data, IoTs and smart factory will promote information technology (IT) implementation for sustainable business performance. Apart from ISO 20000, some researchers explored challenges to implement other international standard certification processes, for example, challenges to implement environment management system ISO 14001 in emerging countries [11], challenges to establish quality and safety standard in the food industry [12] , among others. (i) What are the challenges that IT firms face to the implementation of ISO 20000 in an emerging economy?. (a) Identifying the challenges to IT service management standard ISO 20000 from a review of extant literature and managers’ feedback. (c) Proposing a framework for implementing ISO 20000 in IT management firms. A reference model to implement ISO 20000 is proposed in this study.
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