ANALYSIS OF ECONOMIC VALUE FROM THE SERVICE MANAGEMENT SYSTEM (SMS) IMPLEMENTATION IN THE IT SECTOR USING ISO FRAMEWORK

Abstract

To examine the economic value of the service management system implementation in IT sector using ISO framework. A descriptive statistic research method was adopted in this study. A simple random sampling technique is used to collect the data from 15 IT companies. The sample size for 15 IT companies is 405 responses. Further, mean and standard deviation, correlation and regression were calculated. It was found that Strong commitment from top officials was required on that timely allocation of money was the key area of this implementation project which highly influenced the overall service management system. Further, the company always show that ISO/IEC 20000 implementation will ensure better service quality to customers, and company invested a lot of money initially in this implementation project are moderate influenced the overall service management system. Then, Clients never wanted to degrade their service delivery standard is negatively influenced the overall service management system.

Keywords: Economic Value, Service Management System, IT Company, ISO