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Towards an agile method for ITSM self-assessment: A Design Science Research Approach
University of Borås, School of Business and IT. (ITSM)
University of Borås, School of Business and IT. (ITSM)
(ITSM)
2013 (English)In: Proceedings of ICMLG 2013 The International Conference on Management, Leadership and Governance., ICMLG , 2013Conference paper, (Refereed)
Sustainable development
The content falls within the scope of Sustainable Development
Abstract [en]

IT Service Management (ITSM) is an expensive field where small and medium sized enterprises (SMEs) need to become more efficient in their ITSM related work in order to cut costs and improve quality. The focus of this paper is to suggest a solution to the scarcity of process improvement methods dedicated to ITSM-processes in SMEs. The solution consists of an agile self-assessment method designed and evaluated in accordance with Design Science Research. The aim of the method is to support SMEs in their attempt to evaluate and improve their quality of ITSM processes. The findings show that the method creates opportunities for organizations to improve their ITSM processes. The method can be used to identify process gaps in comparison to standards for ITSM. It can also be used for benchmarking purposes within an organization as well as it can guide an organization’s improvement efforts. The method also depicts a standard that is easy for SMEs to understand and to use as guidance (with ITSM specific examples). Finally, the method enables SMEs to implement standards for ITSM in a resource-efficient way. Based on empirical evidence from applying the method the conclusion is that the method is useful for the intended target group and that the method agrees well with theories within the field.

Place, publisher, year, edition, pages
ICMLG , 2013.
Keyword [en]
ITSM, Process Improvement, Design Science Research, Informationssystem, informatik
National Category
Electrical Engineering, Electronic Engineering, Information Engineering
Research subject
Library and Information Science; Bussiness and IT
Identifiers
URN: urn:nbn:se:hb:diva-6840ISI: 000321615400017Local ID: 2320/12607OAI: oai:DiVA.org:hb-6840DiVA: diva2:887547
Available from: 2015-12-22 Created: 2015-12-22 Last updated: 2017-05-04

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CiteExportLink to record
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Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
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Output format
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  • asciidoc
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