Publication Date

5-2009

Type of Culminating Activity

Thesis

Degree Title

Master of Science in Management Information Systems

Department

IT & SCM

Major Advisor

Dr. Rob Anson

Abstract

This study addresses the movement from a traditional to an ITSM approach for Help Desk services in Higher Education. The central goal of the study was the development of a Problem Management Maturity Model. The Problem Management Maturity Model was constructed by reviewing the Information Technology Infrastructure Library Problem Management literature for core components to include in the model. The data collected from surveys of Help Desk managers was used to place Higher Education institutions on the specific level of the Problem Management Maturity Model. Several different hypotheses about predictors for Problem Management maturity were tested but none proved to successfully predict process maturity. Nevertheless, the resulting Problem Management Maturity Model can be used to support continuous process improvement for Problem Management processes.

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