Abstract
This study evaluated the popular and commonly used Information Technology Service Management (ITSM) framework’s implementational challenges within the South African (SA) insurance industry. The study highlighted the significant misconception among the employees regarding ITSM fundamentals and principles as a means of service delivery improvement. With a particular focus on Information Technology (IT) service delivery and ITSM frameworks, the study affirms the fundamental role of ITSM awareness initiatives in overcoming employees’ misconception of ITSM.
The study adopted a qualitative research methodology and data were collected using a questionnaire research instrument. Furthermore, the data were gathered from the employees of two insurance companies listed on the Johannesburg Stock Exchange (JSE) whose responsibilities are within IT operations.
Following the detailed data analysis, some significant findings and conclusions were noted; most notably was the fact that the two insurance companies have implemented ITSM in driving perceived service delivery, while employees did not appear to acknowledge the underlying ITSM fundamentals. This finding implies that ITSM implementation will not deliver the ITSM value holistically.
This study contributes to the knowledge base of ITSM implementation within the insurance industry as limited research has been conducted to probe JSE-listed insurance companies in South Africa. KEY WORDS
Information Technology Service Management, ITSM frameworks, the Insurance Industry, ITSM professional fundamentals, Information Technology, Service Delivery, Johannesburg Stock Exchange.