IT Service Management Improvement - Actor Network Perspective

Organisations are looking to best practice frameworks such as the IT Infrastructure Library (ITIL) to improve the quality of their IT Service Management. This paper describes the approach taken by a large UK-based bank in adopting ITIL and gaining certification to BS 15000 and ISO/IEC 20000. The use of cognitive mapping enables a focus on the concepts which drive the manager’s view of ITIL implementation. This leads to the identification of themes which are of relevance to IT organisations adopting standards. This paper illustrates the power of actor network theory in explaining and structuring the activities of managers in their practice of service improvement. Additionally it shows how cognitive mapping can be connected to an actor network analysis to tease out the underlying mindset and connected concepts which drive the enrolment activities and influence the translation of participants’ interests. The case study illustrates a rich set of lessons to be learnt from successful implementation of new IT service processes. Managerial instruments such as organisational restructuring and the definition of new roles and processes must be backed up by appropriate communication which provides a rationale for the changes, sets the context and draws people in.