dc.contributor.author
Cots, Santi
dc.contributor.author
Casadesus, Marti
dc.contributor.author
Marimon, Frederic
dc.date.accessioned
2025-05-20T00:02:49Z
dc.date.available
2025-05-20T00:02:49Z
dc.date.issued
2014-12-31
dc.identifier.citation
Cots, Santi; Casadesús, Martí; Marimon Viadiu, Frederic. «Benefits of ISO 20000 IT service management certification». Information Systems and e-Business Management, 2016, vol. 14, núm. 1, p. 1-18. Disponible en: <https://link.springer.com/article/10.1007/s10257-014-0271-2?wt_mc=internal.event.1.SEM.ArticleAuthorAssignedToIssue#page-1>. Fecha de acceso: 03 jul. 2019. https://doi.org/10.1007/s10257-014-0271-2
dc.identifier.issn
1617-9846
dc.identifier.uri
http://hdl.handle.net/20.500.12328/1115
dc.description
This is a post-peer-review, pre-copyedit version of an article published inInformation Systems and e-Business Management. The final authenticated version is available online at: http://dx.doi.org/10.1007/s10257-014-0271-2
dc.description.abstract
This paper explores the benefits organizations perceive that they have attained by their ISO 20000 service management system standard certification. The paper proposes a classification of benefits and tests the relationship between that classification and general satisfaction with the standard. The study is based on 105 responses to ISO-20000-certified organisations survey in Spain. After a descriptive analysis of the sample, a structural equation model is designed to test the hypotheses presented. According to the model, ISO 20000 benefits can be divided into those which are internal and those which are external. The variables that best define each type are identified. Moreover, those benefits are shown to be related to general satisfaction with ISO 20000 certification. The findings can be extended to other IT service management (ITSM) standards such as ITIL.
dc.publisher
Springer Berlin Heidelberg
dc.relation.ispartof
Information Systems and e-Business Management
dc.relation.ispartofseries
14;1
dc.rights
http://creativecommons.org/licenses/by-nc-nd/4.0/
dc.rights
Attribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.uri
http://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subject
Gestión de empresas
dc.subject
Standardization
dc.title
Benefits of ISO 20000 IT service management certification
dc.type
info:eu-repo/semantics/article
dc.description.version
info:eu-repo/semantics/acceptedVersion
dc.embargo.terms
12 mesos
dc.identifier.doi
https://doi.org/10.1007/s10257-014-0271-2
