Information Technology Service Management Practices, Enablers, Integration Strategies And Service Delivery Among Kenyan State Corporations

Abstract

With the increased demand by the businesses for better and more disciplined provisioning of IT services to ensure smooth operation, information technology service management practices continue to be critical to the modern enterprises. The purpose of this study was to examine the relationship between information technology service management practices and IT service delivery in Kenyan state corporations, establish the moderating role of enablers and integration strategies on the relationship between ITSM practices and IT service delivery and to find the combined effect of ITSM practices, enablers, and integration strategies on IT service delivery. Through a cross-sectional survey, data was collected, analysed using multiple regressions and Structured Equation Modelling. The findings indicate a statistically significant relationship between disaggregated and aggregated ITSM practices and IT service delivery. The moderating effects of enablers were not statistically significant while the moderating effect of integration strategies was significantly on relationship. The study also established that the combined ITSM practices, enablers, integration strategies have high effect on IT service delivery than the individual variables. The study concluded that ITSM practices significantly enhance IT service delivery, however, when moderated by enablers and integration strategies the effects was higher, the effect was stronger when the three variables were combined together. The study therefore recommends that state corporations should combine, recombine and scale up ITSM practices to enhance ITSM benefits on IT service delivery. State Corporation should also use ITSM practices to guide day to day operations and development of appropriate policies on IT service management. Out of the limitations of the study, areas for further research have been pointed out. For instance, a study on private sector context with more variables than those in this study could be considered for future research. Key words: IT Service Management practices, Enablers, Integration strategies, IT service delivery.