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IT Service Management: Core Processes Aligning Business and IT
University of Borås, School of Business and IT. (InnovationLab)
University of Borås, School of Business and IT. (InnovationLab)
University of Borås, School of Business and IT. (InnovationLab)
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2014 (English)Conference paper, Published paper (Refereed)
Abstract [en]

The problem we address is that researchers have insufficiently investigated the processes and nuances of Business and IT alignment. One attempt to tackle Business and IT alignment in a process-oriented way is to adopt the concept of IT Service Management (ITSM). However, identified challenges entails that ITSM is hard to define and that existing ITSM frameworks sometimes are considered as overly complex containing an extensive process scope, making it costly and hard to implement. The purpose of this workshop paper is to understand in what way are ITSM core processes supporting business and IT alignment? Our qualitative research approach embraced a two-phase method based on empirical studies where identified core processes were mapped using the Strategic Alignment Model. The result shows that the core of ITSM consists of five processes and that these processes somewhat constitute the bridges and interfaces that aligns Business and IT.

Place, publisher, year, edition, pages
W. Abramowicz and A. Kokkinaki (Eds.): BIS 2014 Workshops, LNBIP 183, pp. 145–155, 2014 , 2014.
Keywords [en]
Strategic alignment model, SAM, IT service management, ITSM, IT Service Management
National Category
Information Systems Information Systems Business Administration
Research subject
Library and Information Science; Bussiness and IT
Identifiers
URN: urn:nbn:se:hb:diva-7267DOI: 10.1007/978-3-319-11460-6_13Local ID: 2320/14444OAI: oai:DiVA.org:hb-7267DiVA, id: diva2:887979
Conference
BIS 2014 International Workshops, Larnaca, Cyprus, May 22-23, 2014
Funder
Knowledge FoundationRegion Västra Götaland
Note

Sponsorship:

Högskolan i Borås

Available from: 2015-12-22 Created: 2015-12-22 Last updated: 2018-01-10Bibliographically approved

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Göbel, HannesCronholm, StefanHallqvist, Carina

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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
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf