Strategising IT service management through ITIL implementation: model and empirical test

Eikebrokk, Tom Roar; Iden, Jon

doi:10.1080/14783363.2015.1075872

Cited by 31 publications

(19 citation statements)

References 60 publications

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“…Galup et al 2009;Pollard et al 2009), high costs (e.g. Eikebrokk and Iden 2017;Cronholm and Persson 2016) and lack of efficiency (Addy 2007;Galup et al 2009). Based on the literature study, we can conclude that the customer 1 perspective and the service-oriented perspective have not been sufficiently focused.…”

Section: Case Descriptionmentioning

confidence: 97%

Multi-grounded action research

Goldkuhl

Cronholm

Lind

2020

Inf Syst E-Bus Manage

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The research approach of multi-grounded action research (MGAR) is presented and analyzed. This is based on a review of issues and concerns in information systems action research. MGAR builds on the epistemological principles of multigrounding. This combines empirical, theoretical and internal grounding. The multigrounded approach builds on elements from grounded theory; i.e. building theory inductively from data through coding procedures, but it also comprises an abductive use of extant theory. MGAR is described through six knowledge contributions: (1) the MGAR process model, (2) the MGAR knowledge model, (3) the MGAR theory model, (4) the principle of the multi-grounded change outcome, (5) the principle of the multi-grounded theory outcome and (6) the principle of mutuality of purposes. MGAR has been applied in an IT service management (ITSM) case, which serves an illustration and a validation of MGAR. In this MGAR case, the improvement of ITSM has been conducted and studied through a multi-organizational setting. In the case, there was a special focus on the service quality of IT services and the relations between service providers and customers.

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Section: Case Descriptionmentioning

confidence: 97%

Multi-grounded action research

Goldkuhl

Cronholm

Lind

2020

Inf Syst E-Bus Manage

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“…Improving learning processes to increase IT employees' skills and performance is a relevant factor for an adequate ITSM processes implementation [25,30]. The vast amount of research works conducted on adding game elements in education and learning systems prove the usefulness of gamification in that field.…”

Section: Gamification In Education and Learningmentioning

confidence: 99%

Gamification in IT Service Management: A Systematic Mapping Study

2021

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Despite the benefits of adopting IT Service Management (ITSM) reference models, such initiatives do not always produce the expected results. The research literature in this area concludes that motivation, engagement, skills, experience, performance and willingness to change of the personnel involved are among the critical factors for an effective ITSM implementation. Gamification has the capability to improve people’s motivation and engagement and to drive people’s behavior to meet the objectives set. Besides, gamification is widely used in learning systems for increasing students’ skills and competences. In the last years, many researchers have added gamification to their process improvement initiatives to increase the motivation and engagement of process participants and to address their behavior throughout the process. Thus, we consider that adopting gamification in ITSM processes can be an interesting area of study. In this paper, we conducted a systematic mapping study to analyze the actual state of research in the field of ITSM gamification and identify the key challenges that justify future research. The results of our study highlight the positive impact of adopting gamification in ITSM processes and that ITSM gamification is a novel an attractive research area with many action possibilities.

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“…The study realized by Eikebrokk et al (2017) (12) indicates that ITIL lacks appropriate theories and models that capture the distinctive characteristics and implications of the ITIL implementation practice. The proposed model provides IT executives with practices for improving ITIL processes implementation quality and helps them assess the benefits of their efforts.…”

Section: Related Workmentioning

confidence: 99%

Applying Business Process Modeling to improve IT Incident Management Processes in a Public Entity in Peru

Alonso¹,

Pascal²,

Macías³

2020

JSSD

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Business models used to improve current operations and tasks within private and public organizations, this technique is known as business process improvement, allowing organizations to be more efficient. Business processes are supported by the standard of the Business Process Modeling Notation, provided to organizations, to understand their internal business processes in a graphical notation and communicate its procedures in a standard way. IT departments manage IT services daily through IT incident management to restore normal operation of the service after an interruption. In the SUNARP; a public entity of Peru, there are several problems such as: long waiting time to attend to users, noncompliance in the operative part of the management of Incidents and inadequate monitoring of the attention given to users. The objective of this research is to design a model to improve the IT incident management process at SUNARP. The methodology used to design the new model has taken into account the best practices of ITIL V3 and the BPMN for the graphic notation of processes. As a result, ten differences stand out in the proposed model. It is concluded that IT incident management process was modeled with the sub processes of the escalation and change management, which has allowed business process improvement in the SUNARP.

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Strategising IT service management through ITIL implementation: model and empirical test

Cited by 31 publications

References 60 publications

Multi-grounded action research

Multi-grounded action research

Gamification in IT Service Management: A Systematic Mapping Study

Applying Business Process Modeling to improve IT Incident Management Processes in a Public Entity in Peru

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