Colloquium IS (June 2, 2017) – ISO 20000 adoption challenges – A Delphi study

Dear all,

We are pleased to invite you to our next Colloquium IS that will take place on Friday,

June 2, 2017, 12:30 – 13:30 (Paviljoen K.16).

Speaker: Barış Özkan

Title: ISO 20000 adoption challenges – A Delphi study

The traditional resource and technology centered relationship between IT organizations and its clients is undergoing a transformation worldwide. On one end, both internal users and external clients demand cost-effective and high performance IT services which can be aligned to their changing business goals, needs and environments instantly. On the other end, IT organizations are shifting their focus from technology management to service management striving to deliver IT value by provision of IT services and to maintain their complex IT infrastructures at the same time. IT organizations are leaving their monopolistic role in the provision of IT services and the relationship is evolving into customer/provider relationships in which customers’ role change from service recipients to value co-creating stakeholders in service design and innovation.
Information technology service management (ITSM) has developed and expanded as a discipline that aims the systemic study of IT service systems throughout service life cycles and from strategic to operational levels. Various ITSM frameworks, practices and models have been proposed for establishing ITSM systems such as ITIL, Microsoft MOF, CMMI-SVC. ISO/IEC 20000 is the first international standard which sets out formal requirements and related guidance for an ITSM system whereby ITSM processes of an organization can be established and assessed. ISO 20000 has achieved an international recognition, yet there is a high potential and market push for ITSM certification at an international level.
In this talk after a brief introduction to ITSM and ISO 20000, an ongoing Delphi study that explores and investigates the challenges of ISO 20000 adoption will be explained and then preliminary results will be discussed.

Barış Özkan received his Ph.D. in Information Systems at Informatics Institute, Middle East Technical University, Turkey. Since 2013 he is an assistant professor in Department of Information Systems Engineering Atılım University, Turkey. His research and teaching interests include software measurement and estimation, software quality, IT and Software process assessment and improvement, business process management and IT governance and process audit.