TRANSFORMING IT SERVICE MANAGEMENT IN LARGE ORGANIZATIONS: A QUALITATIVE STUDY OF GOVERNANCE, SERVICE QUALITY, AND OPERATIONAL EXCELLENCE

Abstract

Cloud computing, artificial intelligence, automation and digital platforms have revolutionised information technology (IT) service delivery and management in large organisations. In this context, IT Service Management (ITSM) has emerged from a purely technical role to become a strategic capability of the organization that is focused on governance, service quality, operational efficiency and continuous improvement. This research explores the change of ITSM in large organizations, focusing on governance, the quality of services delivered and operational excellence. The research in this study is qualitative research type descriptive research in interpretivist approach which is qualitative document analysis of secondary data. The relevant peer-reviewed literature, reports from the organization, industry and professional publications and other authoritative sources of documentation were purposefully picked and thematically analysed. The results suggest that for an effective ITSM transformation to occur, the following practices should be incorporated: Governance, standardization, digital technology, automation, performance measurement, and continuous improvement. Additionally, the analysis shows that effective IT governance has a positive impact on accountability, risk management, strategic alignment and transparency, and the maturity of the ITSM process has a positive impact on service reliability, responsiveness and user-focused service quality. Some of the key mechanisms identified for operational excellence that facilitate automation, artificial intelligence, DevOps integration and proactive monitoring to eliminate manual processes, enhance efficiency and allow for ongoing service improvement. The study shows it is important to view ITSM transformation as a continuous organisational transformation and not only as the implementation of an ITSM framework or technological platform. For large organizations, an integrated governance, service quality and operational excellence strategy can help achieve more efficient, reliable, responsive and strategically aligned IT service environments.