{"id":"https://openalex.org/W196696410","doi":null,"title":"INFORMATION TECHNOLOGY SERVICE MANAGEMENT (ITSM): CONTRIBUTING FACTORS TO IT SERVICE DISRUPTIONS \u2013 A CASE OF MALAYSIA PUBLIC SERVICE AGENCIES","display_name":"INFORMATION TECHNOLOGY SERVICE MANAGEMENT (ITSM): CONTRIBUTING FACTORS TO IT SERVICE DISRUPTIONS \u2013 A CASE OF MALAYSIA PUBLIC SERVICE AGENCIES","publication_year":2014,"publication_date":"2014-01-01","ids":{"openalex":"https://openalex.org/W196696410","mag":"196696410"},"language":"en","primary_location":{"id":"pmh:oai:aisel.aisnet.org:pacis2014-1204","doi":null,"is_oa":false,"landing_page_url":"http://aisel.aisnet.org/cgi/viewcontent.cgi?article=1204&context=pacis2014","pdf_url":null,"source":{"id":"https://openalex.org/S30879505","display_name":"Journal of the Association for Information Systems","issn_l":"1536-9323","issn":["1536-9323"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-scientific","cwts-core","dongbi-a","fnege-1","jufo-3","norway-2","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310321080","host_organization_name":"Association for Information Systems","host_organization_lineage":["https://openalex.org/P4310321080"],"host_organization_lineage_names":["Association for Information Systems"],"type":"journal"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"PACIS 2014 Proceedings","raw_type":"text"},"volume":null,"type":"article","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5038093496","display_name":"Nurul Aisyah Sim Abdullah","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4210138650","display_name":"Universiti Teknologi MARA System","ror":"https://ror.org/030847t23","country_code":"MY","type":"education","lineage":["https://openalex.org/I4210138650","https://openalex.org/I82724352"]},{"id":"https://openalex.org/I82724352","display_name":"Universiti Teknologi MARA","ror":"https://ror.org/05n8tts92","country_code":"MY","type":"education","lineage":["https://openalex.org/I82724352"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Nurul Aisyah Sim Abdullah","raw_affiliation_strings":["Universiti Teknologi  MARA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universiti Teknologi  MARA","institution_ids":["https://openalex.org/I4210138650","https://openalex.org/I82724352"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5079179970","display_name":"Noor Laila Mohd Noor","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Noor Laila Mohd Noor","raw_affiliation_strings":["Faculty of Computer and Mathematical Sciences"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Computer and Mathematical Sciences","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5050783427","display_name":"Emma Nuraihan Mior Ibrahim","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Emma Nuraihan Mior Ibrahim","raw_affiliation_strings":["Faculty of Computer and Mathematical Sciences"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Computer and Mathematical Sciences","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":2,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":87,"max":93},"biblio":{"volume":null,"issue":null,"first_page":"185","last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11572","display_name":"Information Technology Governance and Strategy","score":0.8633000254631042,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11572","display_name":"Information Technology Governance and Strategy","score":0.8633000254631042,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T13034","display_name":"Information Systems Education and Curriculum Development","score":0.0333000011742115,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10734","display_name":"Information and Cyber Security","score":0.024299999698996544,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/it-service-management","display_name":"IT service management","score":0.9679999947547913},{"id":"https://openalex.org/keywords/public-sector-it","display_name":"public sector IT","score":0.722000002861023},{"id":"https://openalex.org/keywords/human-failure","display_name":"human failure","score":0.6990000009536743},{"id":"https://openalex.org/keywords/people-process-and-technology","display_name":"people, process and technology","score":0.6679999828338623},{"id":"https://openalex.org/keywords/organizational-resilience","display_name":"organizational resilience","score":0.8220000267028809}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6012846827507019},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.5810691118240356},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.5449498891830444},{"id":"https://openalex.org/C2779585090","wikidata":"https://www.wikidata.org/wiki/Q3457762","display_name":"Resilience (materials science)","level":2,"score":0.5357842445373535},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5351529717445374},{"id":"https://openalex.org/C2776664667","wikidata":"https://www.wikidata.org/wiki/Q1481411","display_name":"IT service management","level":4,"score":0.5313653945922852},{"id":"https://openalex.org/C147859227","wikidata":"https://www.wikidata.org/wiki/Q294217","display_name":"Public sector","level":2,"score":0.48669248819351196},{"id":"https://openalex.org/C2780110086","wikidata":"https://www.wikidata.org/wiki/Q161837","display_name":"Public service","level":2,"score":0.4487277567386627},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.4400196969509125},{"id":"https://openalex.org/C121017731","wikidata":"https://www.wikidata.org/wiki/Q11661","display_name":"Information technology","level":2,"score":0.4280017912387848},{"id":"https://openalex.org/C120936955","wikidata":"https://www.wikidata.org/wiki/Q2155640","display_name":"Empirical research","level":2,"score":0.4214915931224823},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.41195523738861084},{"id":"https://openalex.org/C201359696","wikidata":"https://www.wikidata.org/wiki/Q152361","display_name":"Information Technology Infrastructure Library","level":3,"score":0.3665100336074829},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.2643483281135559},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.2562999129295349},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.24067401885986328},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.09695681929588318},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C97355855","wikidata":"https://www.wikidata.org/wiki/Q11473","display_name":"Thermodynamics","level":1,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:aisel.aisnet.org:pacis2014-1204","doi":null,"is_oa":false,"landing_page_url":"http://aisel.aisnet.org/cgi/viewcontent.cgi?article=1204&context=pacis2014","pdf_url":null,"source":{"id":"https://openalex.org/S30879505","display_name":"Journal of the Association for Information Systems","issn_l":"1536-9323","issn":["1536-9323"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-scientific","cwts-core","dongbi-a","fnege-1","jufo-3","norway-2","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310321080","host_organization_name":"Association for Information Systems","host_organization_lineage":["https://openalex.org/P4310321080"],"host_organization_lineage_names":["Association for Information Systems"],"type":"journal"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"PACIS 2014 Proceedings","raw_type":"text"},{"id":"mag:196696410","doi":null,"is_oa":false,"landing_page_url":"https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1204&context=pacis2014","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.5378999710083008,"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure"}],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":56,"referenced_works":["https://openalex.org/W202801672","https://openalex.org/W243508127","https://openalex.org/W590948921","https://openalex.org/W632598542","https://openalex.org/W649822682","https://openalex.org/W794798713","https://openalex.org/W1544729927","https://openalex.org/W1566818867","https://openalex.org/W1568911815","https://openalex.org/W1584834562","https://openalex.org/W1595003437","https://openalex.org/W1612366852","https://openalex.org/W1624692099","https://openalex.org/W1966931213","https://openalex.org/W1969256207","https://openalex.org/W1970718009","https://openalex.org/W1974365737","https://openalex.org/W1976284381","https://openalex.org/W1983009435","https://openalex.org/W1991088155","https://openalex.org/W1991336910","https://openalex.org/W2002677052","https://openalex.org/W2005364767","https://openalex.org/W2020609400","https://openalex.org/W2021606694","https://openalex.org/W2022931420","https://openalex.org/W2026427212","https://openalex.org/W2033582154","https://openalex.org/W2036500097","https://openalex.org/W2036776008","https://openalex.org/W2038587382","https://openalex.org/W2039182996","https://openalex.org/W2040383697","https://openalex.org/W2043201504","https://openalex.org/W2043962240","https://openalex.org/W2045286524","https://openalex.org/W2045692631","https://openalex.org/W2071941446","https://openalex.org/W2078591832","https://openalex.org/W2092212613","https://openalex.org/W2094806806","https://openalex.org/W2102818598","https://openalex.org/W2103932456","https://openalex.org/W2111072418","https://openalex.org/W2113160986","https://openalex.org/W2121370925","https://openalex.org/W2136361326","https://openalex.org/W2140959979","https://openalex.org/W2146096861","https://openalex.org/W2148239358","https://openalex.org/W2163467899","https://openalex.org/W2245830543","https://openalex.org/W2262802875","https://openalex.org/W2487384809","https://openalex.org/W2588050207","https://openalex.org/W2627483735"],"related_works":["https://openalex.org/W2315807073","https://openalex.org/W7215131889","https://openalex.org/W4313512457","https://openalex.org/W7001341200","https://openalex.org/W77715234","https://openalex.org/W3163544248","https://openalex.org/W1583406937","https://openalex.org/W3210747692","https://openalex.org/W6892787703","https://openalex.org/W4401047991"],"abstract_inverted_index":{"Researchers":[0],"have":[1],"highlighted":[2],"that":[3,7,91,123,173,205,218,231,252,270],"the":[4,14,35,42,65,73,100,104,136,141,148,154,161,167,170,188,208,213,241,244,256,262,271,278],"main":[5],"factors":[6,29],"contribute":[8,30,232],"to":[9,25,31,63,72,103,131,152,178,233],"IT":[10,43,75,105],"service":[11,32,44,62,76,106,210],"failure":[12,98,175,260],"are":[13,99],"people,":[15],"process":[16,112,151],"and":[17,55,97,115,129,146,150,164,182,187,202,212,228,235,261],"technology.":[18],"However,":[19,246],"relatively":[20],"few":[21],"empirical":[22,88],"studies":[23,196],"examine":[24],"what":[26,198,224],"degree":[27],"these":[28],"disruptions":[33,107],"in":[34,59,160,254,281],"public":[36,61,74],"sector":[37],"organizations.":[38],"This":[39,78],"study":[40,79],"explores":[41],"management":[45,137],"(ITSM)":[46],"at":[47,240],"eight":[48],"(8)":[49],"Front-end":[50],"Agencies,":[51],"four":[52],"(4)":[53],"Ministries":[54],"six":[56],"(6)":[57],"Departments":[58],"Malaysian":[60],"identify":[64],"level":[66],"of":[67,69,156,166,184,200,215,243,258,264,277],"contribution":[68],"each":[70],"factor":[71,128],"disruptions.":[77],"was":[80,176,194],"undertaken":[81],"using":[82],"questionnaires":[83],"via":[84],"stratified":[85],"sampling.":[86],"The":[87],"results":[89],"reveal":[90],"human":[92,124,139,174,201,227,259],"action,":[93],"decision,":[94],"management,":[95],"error":[96],"major":[101],"causes":[102],"followed":[108],"by":[109,135],"an":[110,126,185,216],"improper":[111],"or":[113],"procedures":[114],"technology":[116,149],"failure.":[117,265],"In":[118],"addition,":[119],"we":[120],"can":[121],"conclude":[122],"is":[125,140,219,238,268],"important":[127],"need":[130],"give":[132],"more":[133],"attention":[134],"since":[138],"creator,":[142],"who":[143],"uses,":[144],"manages":[145],"maintains":[147],"enable":[153],"delivery":[155,211],"services":[157],"as":[158],"specified":[159],"objectives,":[162],"vision":[163],"mission":[165],"organization.":[168],"Although":[169],"literature":[171,193,251],"states":[172],"due":[177],"knowledge,":[179],"skill,":[180],"attitude":[181],"behavior":[183],"individual":[186],"organization":[189,217,229],"environment,":[190],"but":[191],"no":[192],"found":[195],"on":[197,223,226],"characteristics":[199,225],"environmental":[203,230],"organizations":[204],"make":[206],"up":[207],"resilience":[209,237],"creation":[214],"resilient.":[220],"Future":[221],"research":[222,283],"organizational":[234],"business":[236],"suggested":[239],"end":[242],"paper.":[245],"this":[247,282],"paper":[248],"only":[249],"covers":[250],"discussed":[253],"depth":[255],"type":[257],"cause":[263],"Nevertheless,":[266],"it":[267],"believed":[269],"findings":[272],"provide":[273],"a":[274],"valuable":[275],"understanding":[276],"current":[279],"situation":[280],"field.":[284]},"counts_by_year":[{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":1}],"updated_date":"2026-10-01T08:54:57.152042","created_date":"2016-06-24T00:00:00"}