Past Research about Service Level Management ITIL v3 in Bank

[flamio]

Hello All,

Right now i am working on my final project for my bachelor degree in ITB Indonesia
I am little lost to find any past research about Service Level Management with ITIL v3 in Bank

can you give me some help, where i could find it?
Thank you very much

Best Regard

[UKVIKING]

Flamio

So you picked a topic for which you can not find any information about

1 - banks are very private. They dont like to reveal anything beyond what is legally required

2 - see #1

3 - find a new topic
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[Diarmid]

Given the lack of age of ITIL 3, it is a bit soon to expect any useful research around its use.

Even more significantly (and fundamental), and going beyond what John said, I would say that the whole ITSM industry is broadly resistant to research, both in attitude and in the great practical difficulties in baselining organizations. This is particularly true for ITIL because it means all things to all folks and everyone and his dog "does" it.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718

[flamio]

Thank you all, i think that's true but my teacher said it's possible things to do. He said that i can use any past research about SLM not just in bank but in another areas of expertise

[UKVIKING]

Flamio

Did your teacher tell you were you could get this information or did he leave it up to you ?

There is a lot of researc on ITIL

Most is canned work

Done by companies sellign tools to fools
and then by the fools to justify the expense of buying the tools

What exactly are you trying to state with your final project ?
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[flamio]

@UKVIKING

This what I'm trying to state with my final project:

1. Finding out what IT Services that would be needed by any working unit / division at bank
2. Finding out how to implement and develop SLM at bank

i think that's the simple background of my final project

[DaveInSeoul]

Here are some references on very, very recent research -

Justifications, Strategies, and Critical Success Factors in Successful ITIL Implementations in U.S. and Australian Companies: An Exploratory Study
- Information Systems Management; Spring2009, Vol. 26 Issue 2, p164-175

IMPLEMENTING IT SERVICE MANAGEMENT: A CASE STUDY FOCUSING ON CRITICAL SUCCESS FACTORS.Full Text Available By: Wui-Ge Tan; Cater -Stel, Ailen; Toleman, Mark. Journal of Computer Information Systems, Winter2010, Vol. 50 Issue 2, p1-12

The Effect of IT Governance Maturity on IT Governance Performance.Full Text Available By: Simonsson, Mårten; Johnson, Pontus; Ekstedt, Mathias. Information Systems Management, Winter2010, Vol. 27 Issue 1, p10-24

But I have to agree with earlier posts - there is not much literature that is this objective - most of what is done in trade publications has, it a lot of cases, some hidden agenda (like trying to sell an ITIL 'tool' or consulting services).

Hope this helps.
_________________
Dave Martin
ITIL v3 Expert
Ph.D (C), Information Technology