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Principles for Good Enough IT Service Management
Högskolan i Borås, Akademin för bibliotek, information, pedagogik och IT. (InnovationLab)ORCID-id: 0000-0002-1452-4206
Sofigate.
2018 (engelsk)Inngår i: 14thEuropean Conference on Management Leadership and Governance (ECMLG), Utrecht, The Netherlands, Oct 18-19., 2018Konferansepaper, Publicerat paper (Fagfellevurdert)
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. 

sted, utgiver, år, opplag, sider
2018.
Emneord [en]
Good enough, management principles, IT service management, service management, best practices
HSV kategori
Forskningsprogram
Handel och IT
Identifikatorer
URN: urn:nbn:se:hb:diva-15223OAI: oai:DiVA.org:hb-15223DiVA, id: diva2:1257515
Konferanse
14th European Conference on Management Leadership and Governance (ECMLG), Utrecht, The Netherlands, October 18-19, 2018.
Forskningsfinansiär
Knowledge FoundationTilgjengelig fra: 2018-10-22 Laget: 2018-10-22 Sist oppdatert: 2018-11-16bibliografisk kontrollert

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