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Publications (10 of 71) Show all publications
Cronholm, S. & Göbel, H. (2018). Guidelines Supporting the Formulation of Design Principles. In: : . Paper presented at 29th Australasian Conference on Information Systems (ACIS), Sydney, December 3-5, 2018.
Open this publication in new window or tab >>Guidelines Supporting the Formulation of Design Principles
2018 (English)Conference paper, Published paper (Refereed)
Abstract [en]

Design principles represent design knowledge and constitute a prescriptive component that is included in design theory. In design science research, the formulation of generalised and intelligible design principles that can be reused in new contexts is regarded as an important outcome. Our study has revealed that existing design principles vary in terms of structure, content, and level of abstraction. This variation and inconsistency may obstruct the reusability of the design principles. The purpose of this study is to suggest support for the formulation of design principles. In order to enhance the support for the formulation of design principles, we have suggested three guidelines, which are based on analyses of theoretical statements, existing guidelines, and existing design principles. The guidelines are illustrated by using material from a design science research project.

Keywords
Design principles, design theory, guidelines, design science, design science research.
National Category
Information Systems
Research subject
Business and IT
Identifiers
urn:nbn:se:hb:diva-15431 (URN)
Conference
29th Australasian Conference on Information Systems (ACIS), Sydney, December 3-5, 2018
Funder
Knowledge Foundation
Available from: 2018-12-08 Created: 2018-12-08 Last updated: 2018-12-27Bibliographically approved
Cronholm, S. & Romare, S. (2018). Principles for Good Enough IT Service Management. In: 14thEuropean Conference on Management Leadership and Governance (ECMLG), Utrecht, The Netherlands, Oct 18-19.: . Paper presented at 14th European Conference on Management Leadership and Governance (ECMLG), Utrecht, The Netherlands, October 18-19, 2018..
Open this publication in new window or tab >>Principles for Good Enough IT Service Management
2018 (English)In: 14thEuropean Conference on Management Leadership and Governance (ECMLG), Utrecht, The Netherlands, Oct 18-19., 2018Conference paper, Published paper (Refereed)
Abstract [en]

To manage IT services continues to be a challenging process for many organizations. IT service providers are under constant pressure to deliver IT services both at a low cost and high quality, in order to maximize benefits and value for their customers. Obviously, IT service providers find that solving this equation is almost impossible. Thus, there is a need to find new principles or guidance which support satisficing and acceptable IT service delivery. Improvement of IT services delivery are often related to the concept of IT Service Management (ITSM). ITSM focuses on service delivery and can be regarded as an umbrella term including frameworks, models, and methodologies. Our review of the ITSM literature has revealed that best practices and standards have been considered as expensive to implement and maintain, have caused high expectations that are seldom fulfilled, are viewed as too complex, and have high learning thresholds which mean that learning is time-consuming. The purpose of this paper is to suggest principles concerning good enough IT service management which should be seen as a complement to established best practices and standards such as ITIL or ISO/IEC 20000 IT Service Management Standard. Our study has generated four principles: 1) focus on core processes, 2) design for co-creation of value, 3) recognize situation-specific attributes, and 4) avoid over-engineering. The purpose of the principles is to support the assessment of IT service delivery and to promote service management, with respect to costs, effort, and customer value. The principles have been implemented in a digital tool for the assessment and management of IT service delivery. The tool has been used to test and verify the principles in real empirical settings. The principles have also been collaboratively formulated by service practitioners and researchers. We claim that the principles advance theory concerning service management, by providing normative knowledge with respect to the concept of good enough. 

Keywords
Good enough, management principles, IT service management, service management, best practices
National Category
Information Systems
Research subject
Business and IT
Identifiers
urn:nbn:se:hb:diva-15223 (URN)
Conference
14th European Conference on Management Leadership and Governance (ECMLG), Utrecht, The Netherlands, October 18-19, 2018.
Funder
Knowledge Foundation
Available from: 2018-10-22 Created: 2018-10-22 Last updated: 2018-11-16Bibliographically approved
Goldkuhl, G. & Cronholm, S. (2018). Reflection/Commentary on a Past Article: “Multi-grounded Theory: An Update". International Journal of Qualitative Methods, 2018
Open this publication in new window or tab >>Reflection/Commentary on a Past Article: “Multi-grounded Theory: An Update"
2018 (English)In: International Journal of Qualitative Methods, ISSN 1609-4069, E-ISSN 1609-4069, Vol. 2018Article in journal (Refereed) Published
Keywords
multi-grounded theory, grounded theory, data analysis, theoretical grounding, empirical grounding, theoretical cohesion, qualitative analysis
National Category
Information Systems
Research subject
Business and IT
Identifiers
urn:nbn:se:hb:diva-15054 (URN)10.1177/1609406918795540 (DOI)
Available from: 2018-08-30 Created: 2018-08-30 Last updated: 2018-08-30Bibliographically approved
Cronholm, S., Göbel, H. & Rittgen, P. (2017). Challenges Concerning Data-Driven Innovation. In: : . Paper presented at The 28th Australasian Conference on Information Systems, Hobart Australia, December 4-6, 2017..
Open this publication in new window or tab >>Challenges Concerning Data-Driven Innovation
2017 (English)Conference paper, Published paper (Refereed)
Abstract [en]

Digital transformation is highly relevant to most organisations in the business and the government sectors. One important aspect of digital transformation is the capability to exploit data in order to develop new services. For a number of businesses, this capability has become an imperative to their survival in an ever more competitive market. Today, data exploitation is of vital importance for innovation and economic growth. However, there is a lack of consolidated knowledge about the challenges of managing processes for data-driven innovation. Therefore, the purpose of this study is to elaborate on challenges concerning data-driven innovation. We have used the Grounded Theory approach to identify such challenges which are: lack of a systematic process, problems with data access, distrust of data, lack of appropriate digital tools and insufficient competence. Our conclusions reveal that data is rarely used as a strategic resource in data-driven innovation and that there is a lack of data management.

Keywords
Data-driven innovation, service innovation, data exploitation, IT service management, data utilisation.
National Category
Information Systems
Research subject
Business and IT
Identifiers
urn:nbn:se:hb:diva-13292 (URN)
Conference
The 28th Australasian Conference on Information Systems, Hobart Australia, December 4-6, 2017.
Projects
Data-Driven Innovation
Funder
Knowledge Foundation
Available from: 2018-01-01 Created: 2018-01-01 Last updated: 2018-01-13Bibliographically approved
Göbel, H. & Cronholm, S. (2017). Guidelines for Service-Dominant Logic: empirical experiences from IT Service Management. In: Gummesson, E., Mele, C., Polese, F. (Eds.) (2017), Service Dominant Logic, Network and Systems Theory and Service Science: Integrating three Perspectives for a New Service Agenda.: . Paper presented at 5th Naples Forum on Service, Naples Italy, 6-9 June, 2017.
Open this publication in new window or tab >>Guidelines for Service-Dominant Logic: empirical experiences from IT Service Management
2017 (English)In: Gummesson, E., Mele, C., Polese, F. (Eds.) (2017), Service Dominant Logic, Network and Systems Theory and Service Science: Integrating three Perspectives for a New Service Agenda., 2017Conference paper, Published paper (Refereed)
Abstract [en]

Purpose

No doubt, Service-Dominant (S-D) Logic has had considerable implications for research, practice, and society at large. The overall purpose of S-D Logic is to argue for the adoption of a service-oriented perspective and that service is the fundamental base for exchange. In order to establish a framework for a service-oriented perspective, 11 normative foundational premises have been suggested.

In the IT sector, a service-oriented perspective is encompassed in the widespread field of IT Service Management (ITSM). However, while ITSM practitioners have started to adopt a service-oriented perspective, and to a certain degree are becoming aware of the benefits of S-D Logic, the predominant market view still adheres to Goods-Dominant Logic. Consequently, we argue that the suggested foundational premises of S-D Logic lack embodiment in the context of ITSM. We argue that one reason is the lack of normative and prescriptive guidelines in S-D Logic. Thus, the purpose of this paper is to present normative and prescriptive S-D Logic guidelines for the ITSM context. The purpose of the guidelines is to support ITSM managers to adhere to S-D Logic in order to collaborate around service and new value propositions.

Design/Methodology/approach

In order to fulfil the purpose, researchers and practitioners have jointly applied the Action Design Research (ADR) methodology.

Findings

We present three empirically grounded normative and prescriptive guidelines, derived from three of the foundational premises and evaluated in an ITSM context. The findings show that the investigated foundational premises are valid within an ITSM context, and that they could be extended with normative and prescriptive guidelines.

Research limitations/implications

Although the study is conducted with actors existing in several service ecosystems, our study is limited to the context of ITSM.

Practical implications

The contribution supports ITSM practitioners to adhere to an S-D Logic perspective, and with a fully functional digital tool.

Originality/value

The paper provides prescriptive and normative knowledge by inscribing, applying and analysing FPs in real ITSM contexts, using a digital tool.

Key words: S-D Logic, ITSM, digital tools, service innovation

Paper type: Research paper

Keywords
S-D Logic, ITSM, digital tools, service innovation
National Category
Information Systems
Research subject
Business and IT
Identifiers
urn:nbn:se:hb:diva-12917 (URN)978-88-92667-57-0 (ISBN)
Conference
5th Naples Forum on Service, Naples Italy, 6-9 June, 2017
Projects
Innoserve, DDI
Available from: 2017-10-25 Created: 2017-10-25 Last updated: 2018-01-13Bibliographically approved
Cronholm, S., Karu, K., Göbel, H., Hearsum, P. & Hero, P. (2017). IT Service Management: The Alignment of ITIL® Practitioner Guidance with Service-Dominant Logic. In: : . Paper presented at The 28th Australasian Conference on Information Systems, Hobart Australia, December 4-6, 2017.
Open this publication in new window or tab >>IT Service Management: The Alignment of ITIL® Practitioner Guidance with Service-Dominant Logic
Show others...
2017 (English)Conference paper, Published paper (Refereed)
Abstract [en]

The application of a service-oriented perspective in the IT sector has become the paradigm, making managers highly aware of the importance of being service oriented and customer focused. In the IT sector, a service-oriented perspective is encompassed in the widespread field of IT Service Management (ITSM). However, while ITSM practitioners are, to a certain degree, becoming aware of the benefits of the contemporary Service-Dominant Logic perspective, the primary market view still adheres to Goods-Dominant Logic. The majority of IT organisations around the globe rely on the ITSM framework ITIL in order to adopt and adapt a service perspective. The purpose of this paper is to examine how the ITIL® Practitioner Guidance (the latest ITIL book) aligns with Service-Dominant Logic. The paper discusses findings in relation to four codes: Definition of service, The role of the service provider, Value and value propositions, and Co-creation.

Keywords
IT Service Management, ITIL, Service-Dominant Logic, service orientation, IT service, value co-creation
National Category
Information Systems
Research subject
Business and IT
Identifiers
urn:nbn:se:hb:diva-13293 (URN)
Conference
The 28th Australasian Conference on Information Systems, Hobart Australia, December 4-6, 2017
Funder
Knowledge Foundation
Available from: 2018-01-01 Created: 2018-01-01 Last updated: 2018-01-13Bibliographically approved
Cronholm, S. & Hallqvist, C. (2016). Assessment of IT Services: The Need for a Service Perspective. In: : . Paper presented at 1st ITSM Nordic Research Workshop.
Open this publication in new window or tab >>Assessment of IT Services: The Need for a Service Perspective
2016 (English)Conference paper, Published paper (Refereed)
National Category
Information Systems
Identifiers
urn:nbn:se:hb:diva-9766 (URN)
Conference
1st ITSM Nordic Research Workshop
Available from: 2016-04-16 Created: 2016-04-16 Last updated: 2018-01-10Bibliographically approved
Cronholm, S. & Trostek, L. (2016). Best Practice in IT Service Management: Experienced Strengths and Weaknesses of using ITIL. In: : . Paper presented at 5th International Conference on Management, Leadership and Governance, San Francisco, October 23-25, 2016 (pp. 60-67).
Open this publication in new window or tab >>Best Practice in IT Service Management: Experienced Strengths and Weaknesses of using ITIL
2016 (English)Conference paper, Published paper (Refereed)
Abstract [en]

This paper focuses on the management of IT services and especially on best practices in the IT sector. Successful organizations must continuously improve their business management, including their IT management, in order to retain competitive advantages, and thus they need to reflect upon and improve their ways of working. One important aspect of this is usage of best practices. Best practices are toolsets or frameworks for the management of business and IT alignment, and their purpose is to improve the quality of IT services through delivering superior results compared to other frameworks, time after time. The most cited, globally recognized and adopted best practice is Information Technology Infrastructure Library (ITIL). The problem we address is that there exist contradictory claims concerning the usefulness of best practices. Due to these contradictory claims, the purpose of this paper is to learn more about the strengths and weaknesses of ITIL. To fulfill the purpose of this paper, we have conducted a qualitative study where we have collected empirical experiences from use of ITIL. We have interviewed 15 IT managers and IT consultants about their experiences of using ITIL. We can conclude that previous findings are fragmented and thus we have presented a coherent and structured collection of empirical experiences categorized as strengths and weaknesses. The identified strengths are: high reliability, improved cost efficiency, a tool for communication and support for structured work. The identified weaknesses are: lack of concretion, adaptation difficulties, being too comprehensive and having high costs. These strengths and weaknesses have to be managed in accordance with the situation at hand. We believe that our findings can contribute in two ways: 1) they consist of a coherent and structured overview informing about both strengths and weaknesses, and 2) the weaknesses can be used as requirements for a redesign of ITIL. Our study has in a cumulative way advanced the state-of-the-art by adding new knowledge based on empirical data.

Keywords
Best practice, IT management, IT service management, ITIL
National Category
Information Systems
Identifiers
urn:nbn:se:hb:diva-9767 (URN)2-s2.0-84969256451 (Scopus ID)
Conference
5th International Conference on Management, Leadership and Governance, San Francisco, October 23-25, 2016
Available from: 2016-04-16 Created: 2016-04-16 Last updated: 2018-01-10Bibliographically approved
Cronholm, S. & Persson, L. (2016). Best Practice in IT Service Management: Experienced Strengths and Weaknesses of using ITIL. In: International Conference on Management, Leadership and Governance: . Paper presented at ICMLG, St. Petersburg, April 14-15, 2016 (pp. 60-67).
Open this publication in new window or tab >>Best Practice in IT Service Management: Experienced Strengths and Weaknesses of using ITIL
2016 (English)In: International Conference on Management, Leadership and Governance, 2016, p. 60-67Conference paper, Published paper (Refereed)
Abstract [en]

This paper focuses on the management of IT services and especially on best practices in the IT sector. Successful organizations must continuously improve their business management, including their IT management, in order to retain competitive advantages, and thus they need to reflect upon and improve their ways of working. One important aspect of this is usage of best practices. Best practices are toolsets or frameworks for the management of business and IT alignment, and their purpose is to improve the quality of IT services through delivering superior results compared to other frameworks, time after time. The most cited, globally recognized and adopted best practice is Information Technology Infrastructure Library (ITIL). The problem we address is that there exist contradictory claims concerning the usefulness of best practices. Due to these contradictory claims, the purpose of this paper is to learn more about the strengths and weaknesses of ITIL. To fulfill the purpose of this paper, we have conducted a qualitative study where we have collected empirical experiences from use of ITIL. We have interviewed 15 IT managers and IT consultants about their experiences of using ITIL.

We can conclude that previous findings are fragmented and thus we have presented a coherent and structured collection of empirical experiences categorized as strengths and weaknesses. The identified strengths are: high reliability, improved cost efficiency, a tool for communication and support for structured work. The identified weaknesses are: lack of concretion, adaptation difficulties, being too comprehensive and having high costs. These strengths and weaknesses have to be managed in accordance with the situation at hand. We believe that our findings can contribute in two ways: 1) they consist of a coherent and structured overview informing about both strengths and weaknesses, and 2) the weaknesses can be used as requirements for a redesign of ITIL. Our study has in a cumulative way advanced the state-of-the-art by adding new knowledge based on empirical data.

Keywords
IT Management, IT Service Management, Best Practice, ITIL.
National Category
Computer and Information Sciences Information Systems
Research subject
Bussiness and IT
Identifiers
urn:nbn:se:hb:diva-11333 (URN)2-s2.0-84969256451 (Scopus ID)978-191081084-2 (ISBN)
Conference
ICMLG, St. Petersburg, April 14-15, 2016
Funder
Knowledge Foundation
Available from: 2016-12-11 Created: 2016-12-11 Last updated: 2018-01-13Bibliographically approved
Cronholm, S., Göbel, H. & Hjalmarsson, A. (2016). Evaluation of Action Design Research. In: : . Paper presented at Australasian Conference on Information Systems, Wollongong, 5-7 December, 2016.
Open this publication in new window or tab >>Evaluation of Action Design Research
2016 (English)Conference paper, Published paper (Refereed)
Abstract [en]

There has been a growing interest in information systems (IS) research as design research. One popular methodology is Action Design Research (ADR). Despite the popularity, ADR lacks proper evaluation based on primary data. We claim that the existing empirical evidence justifying ADR is either fragmented or based on reconstructions of prior studies conducted for other purposes. Our claim is supported by the authors of ADR who state that “ … because the VIP project was not conducted explicitly as ADR, it cannot be viewed as an exemplar of its application”. The purpose of this study is to provide empirical evidence. Examples of empirical evidence show that ADR is highly relevant for an applied discipline such as IS, it creates a bridge between user-oriented perspectives of the IT artefact and technological perspectives and it supports a conceptual movement from a specific instance to a search for a class of problems.

Keywords
Action Design Research, ADR, design science research, evaluation, primary analysis
National Category
Computer and Information Sciences Information Systems
Research subject
Bussiness and IT
Identifiers
urn:nbn:se:hb:diva-11335 (URN)
Conference
Australasian Conference on Information Systems, Wollongong, 5-7 December, 2016
Funder
Knowledge Foundation
Available from: 2016-12-11 Created: 2016-12-11 Last updated: 2018-01-13Bibliographically approved
Organisations
Identifiers
ORCID iD: ORCID iD iconorcid.org/0000-0002-1452-4206

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