• Corpus ID: 1069759

Information Technology Service Management (ITSM): contributing Factors to IT Service disruptions - a Case of Malaysia Public Service Agencies

@inproceedings{Abdullah2014InformationTS,
  title={Information Technology Service Management (ITSM): contributing Factors to IT Service disruptions - a Case of Malaysia Public Service Agencies},
  author={Nurul Aisyah Sim Abdullah and Noorhafezah Noor and Emma Nuraihan Mior Ibrahim},
  booktitle={PACIS},
  year={2014}
}
Researchers have highlighted that the main factors that contribute to IT service failure are the people, process and technology. [] Key Method This study was undertaken using questionnaires via stratified sampling. The empirical results reveal that human action, decision, management, error and failure are the major causes to the IT service disruptions followed by an improper process or procedures and technology failure. In addition, we can conclude that human is an important factor and need to give more…

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