Login | Register

Smart Tools for IT Service Management: A review of two decision support system projects

Title:

Smart Tools for IT Service Management: A review of two decision support system projects

Valverde, Raul, Cater-Steel, Aileen, Toleman, Mark and Shrestha, Anup (2014) Smart Tools for IT Service Management: A review of two decision support system projects. In: The fourth International Conference on Engaged Management Scholarship, 12-14 September 2014, Tulsa, OK, USA. (In Press)

[thumbnail of EDBAConference.pdf]
Preview
Text (application/pdf)
EDBAConference.pdf
736kB

Abstract

This paper reports on two recent research projects that addressed practical management problems in the discipline of IT service management (ITSM). We highlight the growing importance of software-mediated tools to improve ITSM processes and review two recent projects that designed decision support tools for ITSM. From the use of prior literature, rigorous methods and empirical evidence, contributions are made to Information Systems theory and ITSM practice. Although different theories and methods guide the two research projects, a common theme of engaged management scholarship is demonstrated through the successful application of industry relevance in managing the multi-disciplinary academic research projects. Outcomes from the projects of this nature demonstrate exemplary cases of success stories where the primary research objective is to develop innovative solutions that work in practice and are grounded in academic rigour.

Divisions:Concordia University > John Molson School of Business > Decision Sciences and Management Information Systems
Item Type:Conference or Workshop Item (Paper)
Refereed:Yes
Authors:Valverde, Raul and Cater-Steel, Aileen and Toleman, Mark and Shrestha, Anup
Date:12 September 2014
Keywords:ITIL, IT service management ,Decision Support Systems for ITIL
ID Code:978761
Deposited By: Raul Valverde
Deposited On:23 Jul 2014 15:34
Last Modified:18 Jan 2018 17:47

References:

Barafort, B, Di Renzo, B & Merlan, O 2002, 'Benefits Resulting from the Combined Use of ISO/IEC 15504 with the Information Technology Infrastructure Library (ITIL)', in 4th International Conference on Product Focussed Software Development and Process Improvement (PROFES): proceedings of the4th International Conference on Product Focussed Software Development and Process Improvement (PROFES), M Oivo & S Komi-Sirviö (eds.), LNCS 2559, Springer-Verlag, pp. 314-25.

Barafort, B, Humbert, J & Poggi, S 2006, 'Information security management and ISO/IEC 15504: the link opportunity between security and quality', in SPICE 2006: proceedings of theSPICE 2006 Luxembourg.

Barafort, B, Jezek, D, Mäkinen, T, Stolfa, S, Varkoi, T & Vondrak, I 2008, 'Modeling and Assessment in IT Service Process Improvement', in RV O’Connor, et al. (eds), Software Process Improvement, Springer, Berlin Heidelberg.

Benbasat, I, Goldstein, DK & Mead, M 1987, 'The Case Research Strategy in Studies of Information Systems', MIS Quarterly, vol. 11, no. 3, pp. 369-87.

Burstein, F & Gregor, S 1999, 'The systems development or engineering approach to research in information systems: an action research perspective', in 10th Australasian Conference on Information Systems: proceedings of the10th Australasian Conference on Information Systems, B Hope & Y Yoong (eds.), Victoria University of Wellington, Wellington, NZ.

Cater-Steel, A & McBride, N 2007, 'IT Service Management Improvement – an Actor Network Perspective', in European Conference on Information Systems: proceedings of theEuropean Conference on Information Systems St Gallen, Switzerland.

Cater-Steel, A, Toleman, MA & Rout, T 2006, 'Process improvement for small firms: an evaluation of the RAPID assessment-based method', Information and Software Technology, vol. 48, no. 5, pp. 323-34.

Cater-Steel, A, Zarnekow, R & Wulf, J 2011, 'IT Service Management in the Academic Curriculum: Comparing an Australian and German Experience', in Pacific-Asia Conference on Information Systems: proceedings of thePacific-Asia Conference on Information Systems Brisbane.

Cater-Steel, A, Tan, W-G, Toleman, M, Rout, T & Shrestha, A 2013, 'Software-Mediated Process Assessment in IT Service Management', in 13th International conference, SPICE 2013: proceedings of the13th International conference, SPICE 2013 Springer, Bremen.

Clacy, B & Jennings, B 2007, ' Service Management: Driving the Future of IT', Computer, vol. 40, no. 5, pp. 98-100.

Coletta, A 2007, 'An Industrial Eperience in Asessing the Capability of Non-software Processes Using ISO/IEC 15504', Software Process: Improvement and Practice, vol. 12, no. 4, pp. 315-9.

Cusick, J & Ma, G 2010, 'Creating an ITIL inspired incident management approach: roots, response, and results', in Network Operations and Management Symposium Workshops: proceedings of theNetwork Operations and Management Symposium Workshops IEEE/IFIP.

Di Renzo, B, Barafort, B, Lejeune, V, Prime, S & Simon, JM 2005, 'ITIL based service management measurement and ISO/IEC 15504 process assessment : A win-win opportunity', in SPICE 2005 Conference: proceedings of theSPICE 2005 Conference Klagenfurt, Austria.

Fayad, ME & Laitinen, M 1997, 'Process Assessment Considered Wasteful', Communications of the ACM, vol. 40, no. 11, pp. 125-8.

Fry, H, Ketteridge, S & Marshall, S 2009, A Handbook for Teaching & Learning in Higher Education: enhancing academic practice, 3 edn, Routledge, New York, NY.

Fuller, RM & Dennis, AR 2009, 'Does Fit Matter? The Impact of Task-Technology Fit and Appropriation on Team Performance in Repeated Tasks', Information Systems Research, vol. 20, no. 1, pp. 2-17.

Galup, S, Dattero, R, Quan, J & Conger, S 2009, ' An Overview of IT Service Management', Communications of the ACM,, vol. 52, no. 5, pp. 124-7.

Gregor, S & Jones, D 2007, 'The anatomy of a design theory', Journal of the Association for Information Systems, vol. 8, no. 5, pp. 312-35.

Harkness, WL, Kettinger, WJ & Segars, AH 1996, 'Sustaining Process Improvement and Innovation in the Information Services Function: Lessons Learned at the Bose Corporation', MIS Quarterly, vol. 20, no. 3, pp. 349-68.

Hevner, AR 2007, 'Design Research: Rigorous and Relevant', in ECIS: proceedings of theECIS St Gallen.

Hevner, AR, March, ST, Park, J & Ram, S 2004, 'Design Science in Information SYstems Research', MIS Quarterly, vol. 28, no. 1, pp. 75-106.

Hilbert, R & Renault, A 2007, '.Assessing IT Service Management Processes with AIDA – Experience Feedback” in Proceedings of the , ' in 14th European Conference for Software Process Improvement (EuroSpi): proceedings of the14th European Conference for Software Process Improvement (EuroSpi) Potsdam, Germany.

Hochstein, A, Zarnekow, R & Brenner, W 2005, 'ITIL as common practice reference model for IT service management: formal assessment and implications for practice', in IEEE International Conference on e-Technology, e-Commerce and e-Service: proceedings of the IEEE International Conference on e-Technology, e-Commerce and e-Service Hong Kong.

Hochstein, A, Tamm, G & Brenner, W 2005, 'Service-Oriented IT Management: Benefit, Cost and Success Factors', in 15th European Conference on Information Systems: proceedings of the15th European Conference on Information Systems, D Bartmann, et al. (eds.), Regensburg, Germany.

Hunter, MG 2004, 'Qualitative Research in Information Systems: An Exploration of Methods', in ME Whitman & AB Woszczynski (eds), The handbook of information systems research, Idea Group inc, ch XVI, pp. 291-304.

Hunter, MG & Tan, F 2001, 'Information Systems Professionals in New Zealand: Reflective Career Biographies', in International conference of the Information Resources Management Association: proceedings of theInternational conference of the Information Resources Management Association Toronto, Canada, pp. 132-3.

ISO/IEC 2004, ISO/IEC 15504.2:2004 Information technology - Process assessment - Performing an assessment.

ISO/IEC 2005, ISO/IEC 15504.1:2005 Information technology - Process assessment - Concepts and vocabulary.

ISO/IEC 2010, 'ISO/IEC TR 20000-4:2010 Information technology - Service management - Part 4: Process reference model'.

ISO/IEC 2011, 'ISO/IEC 20000:2011 Information technology - Service management - Part 1: Specification'.

Jãntti, M 2009, 'Defining requirements for an incident management system: a case study', in International Conference on Systems: proceedings of theInternational Conference on Systems IEEE.

Keating, E, Oliva, R, Repenning, N, Rockart, S & Sterman, J 1999, 'Overcoming the Improvement Paradox', European Management Journal, vol. 17, no. 2, pp. 120-34.

Lai, VS & Mahapatra, R 1997, 'Exploring the Research in Information Technology Implementation', Information and Management, vol. 32, pp. 187-201.

Macredie, RD & Mijinyawa, K 2011, 'A theory-grounded framework of Open Source Software adoption in SMEs', European Journal of Information Systems, vol. 20.

Marrone, M, Gacenga, F, Cater-Steel, A & Kolbe, LM 2014, 'IT Service Management: A Cross-national Study of ITIL Adoption', Communications of the Association of Information Systems (CAIS), vol. 39, no. 49, pp. 865-92.

Mesquida, A, Mas, A, Amengual, E & Calvo-Manzano, J 2012, 'IT service management process improvement based on ISO/IEC 15504: A systematic review', Information and Software Technology,, vol. 54, no. 3, pp. 239-47.

Nehfort, A 2007, 'SPICE Assessments for IT Service Management according to ISO/IEC 20000-1', in International SPICE 2007 Conference, : proceedings of theInternational SPICE 2007 Conference, Frankfurt, Germany.

OGC 2011, ITIL Continual Service Improvement, TSO for the Office of Government Commerce, London.

Peffers, K, Tuunanen, T, Rothenberger, M & Chatterjee, S 2008, 'A design science research methodology for information systems research', Journal of Management Information Systems, vol. 24, no. 3, pp. 45-77.

Phifer, B 2011, 'Next-Generation Process Integration : CMMI and ITIL Do Devops', Cutter IT Journal, vol. 24, no. 8, pp. 28-33.

Potgieter, BC, Botha, JH & Lew, C 2005, 'Evidence that use of the ITIL framework is effective', in 18th Annual Conference of the National Advisory Committee on Computing Qualifications: proceedings of the18th Annual Conference of the National Advisory Committee on Computing Qualifications Tauranga, NZ, <http://www.naccq.ac.nz/conference05/proceedings_04/potg_itil.pdf>.

Rosemann, M & Vessey, I 2008, 'Toward Improving the Relevance of Information Systems Research to Practice: the Role of Applicability Checks', MIS Quarterly, vol. 32, no. 1, pp. 1-22.

Rout, TP 2003, 'ISO/IEC 15504 - Evolution to an international standard', Software Process: Improvement and Practice, vol. 8, no. 1, pp. 27-40.

Shrestha, A, Cater-Steel, A, Tan, W-G & Toleman, M 2012, 'A model to select processes for IT service management improvement', in 23rd Australasian Conference on Information Systems 2012: proceedings of the23rd Australasian Conference on Information Systems 2012, J Lamp (ed.), Geelong, Australia, pp. 1-10.

Shrestha, A, Cater-Steel, A, Tan, W-G & Toleman, M 2013, 'A Decision Support Tool to Define Scope in IT Service Management Process Assessment and Improvement', in Design Science at the Intersection of Physical and Virtual Design, Springer-Verlag, Berlin Heidelberg, vol. 7939, pp. 308-23.

Shrestha, A, Cater-Steel, A, Tan, W-G & Toleman, M 2014, 'Software-mediated Process Assessment for IT Service Capability Management', in European Conference on Information Systems (ECIS): proceedings of theEuropean Conference on Information Systems (ECIS) Tel Aviv.

Stake, R 1995, The art of case study research, Sage, California.

Talla, M & Valverde, R 2013, 'An Implementation of ITIL Guidelines for IT Support Process in a Service Organization', Internatonal Journal of Information and Electronics Engineering, vol. 3, no. 3, pp. 334-40.

Tan, W, Cater-Steel, A & Toleman, M 2009, 'Implementing IT service management: a case study focussing on critical success factors’ in ', Journal of Computer Information Systems (JCIS), vol. 50, no. 2, pp. 1-12.

Tehrani, ARF & Mohamed, FZM 2011, 'A CBR-based Approach to ITIL-based Service Desk', Journal of Emerging Trends in Computing and Information Sciences, vol. 2, no. 10.

Vaishnavi, V & Kuechler, W 2008, Design Science Research Methods and Patterns: Innovating Information and Communication Technology. , Auerbach Publications.

Valverde, R, Saade, R & Talla, M 2014, 'ITIL-based IT service support process engineering', Intelligent Decision Technologies, vol. 8, pp. 111-30.

van Loon, H 2007, Process Assessment and ISO/IEC 15504: A Reference Book, 2 edn, Springer, New York.

Yin, RK 1994, Case Study Research: Design and Methods, Sage Publications, Thousand Oaks, Calif.

Zack, M 2004, ' The Role of DSS technology in Knowledge Management', in IFIP TC8/WG8.3 International Conference: proceedings of theIFIP TC8/WG8.3 International Conference pp. 861-71.

Zigurs, I & Buckland, BK 1998, 'A Theory of Task/Technology Fit and Group Support Systems Effectiveness', MIS Quarterly, vol. 22, no. 3, pp. 313-34.
All items in Spectrum are protected by copyright, with all rights reserved. The use of items is governed by Spectrum's terms of access.

Repository Staff Only: item control page

Downloads per month over past year

Research related to the current document (at the CORE website)
- Research related to the current document (at the CORE website)
Back to top Back to top