Managing the operational implications of Information Systems

Abstract

Computer scientists and information technologists are morally obliged to study the social impact of their technologies. They must also consider the results of the non-positivistic · approaches that are generally avoided in own research. Action Research was undertaken to study Service Level Agreements that is widely used in ICT Operations, but which very often results in costly failures. Little literature was available about ensuring success, especially regarding consideration of situational parameters. Concepts of service
 quality, quality systems, paradigmatic frameworks and service management from other industries were used to develop and evaluate a unique new model for ICT service management, (with special reference to Service Level Agreements). No other research paper combined the use of these fields since completion of the research project in 1997.