The influence of an ITIL based service desk on users’ perceptions of the ITIL service and their use of ICT from the perspective of the IT team.

Karen Holt

    Research output: ThesisDoctoral Thesis

    1368 Downloads (Pure)


    Information technology (IT) has become ubiquitous over the last three decades, underpinning every aspect of daily activity. In parallel, the provision of information technology has become increasingly more service-oriented, necessitating the managed delivery of cost-effective services. During that time, one information technology service management (ITSM) framework, the Information Technology Infrastructure Library (ITIL), has emerged to become widely accepted as the predominant best practice framework. This includes within the education sector where there has been a significant and sustained investment in technology since the mid-1990s. Despite this investment and the increasing adoption of best practice frameworks such as ITIL, national assessment of information and communication technology literacy (ICTL) over the last decade has not demonstrated a marked improvement. Whilst there is research into the acceptance and use of technology by teachers in schools, little academic research has been conducted into ITIL implementations in small and medium enterprises (SME), particularly in the education sector. The literature on the perceptions of users and IT staff regarding ITIL as a mode of IT support, along with any effect this has on the use of technology, is another area of paucity. Both these areas are addressed by this study, the objective of which is to investigate ITIL Service Desk implementations in independent schools in NSW with a focus on IT staff and user perceptions and acceptance of the Service Desk function and processes. Also explored are any effects on technology usage frequency in the classroom and whether any correlation exists between this and the mode of IT support. The de facto status of ITIL as the common framework for delivery of IT services, with the Service Desk as the primary entry point, is confirmed by the findings, which also reveal an endemic avoidance of the Service Desk processes along with a preference for personal interaction for IT support. The positive and negative effects of perceptions are highlighted and while the effect on technology usage frequency is not quantifiable, perceptions of its increase predominate, despite the finding that this opinion is more prevalent in organisations that state no means of measuring this. This study makes practical contributions for IT support professionals by offering insights into everyday issues and has the potential to stimulate discussion on alternate modes of IT support.

    Original languageEnglish
    QualificationDoctor of Information Technology
    Awarding Institution
    • Charles Sturt University
    • Burmeister, Oliver, Principal Supervisor
    • Eustace, Kenneth, Principal Supervisor
    Award date01 Mar 2017
    Publication statusPublished - 2018


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