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ERIC Number: ED555402
Record Type: Non-Journal
Publication Date: 2012
Pages: 232
Abstractor: As Provided
Reference Count: N/A
ISBN: 978-1-3034-2834-0
Measuring Information Technology Performance: Operational Efficiency and Operational Effectiveness
Moore, Annette G.
ProQuest LLC, D.M. Dissertation, University of Phoenix
This dissertation provides a practical approach for measuring operational efficiency and operational effectiveness for IT organizations introducing the ITIL process framework. The intent of the study was to assist Chief Information Officers (CIOs) in explaining the impact of introducing the Information Technology Infrastructure Library (ITIL) process framework has on information technology (IT) operations in terms organizational business unit leaders can understand. To determine operational efficiency, this longitudinal quantitative case study used a purchased, validated capability maturity model based (CMM-based) self-assessment survey to determine the significance of change on IT operational efficiency. The survey instrument was administrated twice, six-months apart, with the introduction of the ITIL process framework focusing on the Incident Management and Problem Management key process areas. A total of 43 participants answered the survey in October 2011 and 66 participants answered the survey in April 2012. The study employed The Art of Service's response analysis tool and a t-test analysis to determine the degree of change for operational efficiency. With a t-test result of p = 0.82, survey testing indicated no change in operational efficiency. The study analyzed survey demographic information using analysis of variance (ANOVA) tests to determine differences in the mean of organizational maturity between the groups and subgroups. To determine operational effectiveness, this current study exploited quantitative data from Company A's outage database for the study period, October 2011 through the end of March 2012. Newly introduced monthly reports focused on providing the outage data in the business term of the average monthly outage cost. The least square fit value of R[superscript 2] = 0.0004 for the average monthly outage cost for the period under study indicated no change in operational effectiveness. The results of both research questions indicated the introduction of the ITIL framework had no significant gain on either operational efficiency or operational effectiveness for Company A's IT department. However, one demographic ANOVA test had a result of p = 0.04 indicating a statistically significant difference for one study subgroup during the administration of the second survey. [The dissertation citations contained here are published with the permission of ProQuest LLC. Further reproduction is prohibited without permission. Copies of dissertations may be obtained by Telephone (800) 1-800-521-0600. Web page:]
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Publication Type: Dissertations/Theses - Doctoral Dissertations
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A