I. INTRODUCTION
The contribution of Information Technology (IT) to the global economy is vital. As well as being constituents in the
service sector, IT’s total contribution may be grasped by considering that private businesses in the USA spend in
excess of 50 percent of all invested capital on IT [Laudon and Laudon, 2010]. This significant investment has
necessitated innovation in managing IT as a service. Specifically within the service sector, IT plays an important role
in helping organisations provide better customer service, create new products and services, enhance relationships
with suppliers, and improve decision making. As IT systems become more powerful and cost-effective, they provide
the potential to more efficiently gather and analyse data and to codify and transmit knowledge to the far corners of
the globe [Chesbrough and Spohrer, 2006]. IT departments/functions are expected to respond with speed in light of
new business opportunities, to demonstrate responsible financial management, and to satisfy internal staff and
external customers. Businesses are demanding better and more disciplined provision of IT services to ensure
smooth operation [Johnson, Hately, Miller, and Orr, 2007]. This level of service can be achieved through effective
relationships and communication between IT and business. In response to these business demands, IT
organisations are adopting service improvement initiatives such as the IT Infrastructure Library (ITIL®
).