This article discusses the financial perspective in a case study at ICTRA that deals with improving ICT service delivery. It outlines the threestep approach taken in the Finance Transformation Project and explains how this approach helped ICTRA in becoming a more business-oriented ICT shared service centre.

Ethics and accountability are cornerstones of public management. One of the ways in which ethical standards in the public service can be promoted is by developing a Code of Conduct that sets a standard of behaviour to be followed. The diversity of information and communication technologies (ICT) and increased use of ICT have created a variety of ethical issues. In this paper, the process for fo...

An increasing enrolment of students and demand for flexible delivery modalities in higher education calls an urgent digital transformation this sector. In addition, emerging global wicked challenges the appropriate use information communication technologies (ICT) to address them; instance, COVID-19 pandemic has accelerated adoption teaching, learning educational services institutions (HLIs). Th...

Process improvements within ITSM are guided by prescriptions of frameworks like ITIL and ISO 20000. Since improvements cause costs, they need to be beneficial to the respective organization. This means to implement ITSM process improvement frameworks according to the specific needs of organizations. In this research in progress a concept is presented that supports this approach by sharing knowl...

Since release 6.40 the SAP Netweaver platform consists of two different stacks, WebAS ABAP and WebAS Java. Although both stacks can be installed within one system, the technology and development processes are completely different. This article discusses the differences regarding IT Change Management of ABAP and Java and outlines potential problems, which have to be solved to ensure an ITIL comp...