Information technology worker as Services Specialist: thriving in the service economy.

This research investigated information technology service management (ITSM) and its service specialists in Singapore. The agenda of this study included what the current state of ITSM was; how users rate ITSM specialists’ expertise and how successful ITSM is being roll out in the industry. The study data was collected using a survey questionnaire that was distributed to 40 personnel of the same organization. Effectively, the paper produced five findings. Firstly, majority of the respondents concluded there will always be imperfection in the specialist skill-sets. Secondly, a significant number of users do not fully understand or do not know the definition of ITSM. Unhappiness over the current IT Services available in the company is the third finding. Fourthly, suggested recommendations on the most effective methods to improve the current ITSM states and specialists proficiency. Lastly, who should own this piece of work and take full responsibility in ensuring seamless handover to the vendors. Suggestions are also provided on the issues found in this thesis. First of all, knowledge sharing has been brought up as one of the possible ways to improve specialists’ capability. Secondly, regular communications, in any format, is a positive start to educate users the definition of ITSM and how it can benefits the organization. Thirdly, more detailed feasibility studies on potential service providers could be one way in reducing the number of unsatisfied users of IT services. Education is another avenue that the company can look into on methods of improving IT services usage rate as well as specialist’s know-how. Last of all, mandate instructions from the top is necessary to ensure IT services is being fully utilized.Master of Science (Information Studies