0000000001224416
AUTHOR
Jon Iden
The impact of senior management involvement, organisational commitment and group efficacy on ITIL implementation benefits
Published version of an article from the journal: Information Systems and e-Business Management. Also available from Springerlink: http://dx.doi.org/10.1007/s10257-014-0253-4 Senior management involvement, organisational commitment and group efficacy are expected to have a positive impact on Information Technology Infrastructure Library (ITIL) implementation benefits. Specifically, more involvement, commitment and efficacy should produce greater achievement. Analysing data from a survey of 446 Nordic ITIL experts, this paper examines the relationships between these predictor factors and benefits, and investigates which is most critical. This study verifies the importance of all factors, but…
Exploring the Relationship between Information Technology Infrastructure Library and Process Management: Theory Development and Empirical Testing
This paper investigates whether information technology (IT) departments that implement the IT Infrastructure Library (ITIL) processes also employ process management. This is a pertinent issue, as ITIL not only implies a time-limited program for redesigning vital IT processes according to best practices but a complete transformation to ITIL also implies that processes are managed on a daily basis. Without process management, ITIL will not be a success beyond its initial implementation. A survey of 444 Nordic ITIL experts was conducted to examine if there is a correlation between the implementation of ITIL processes and process management. The results are unambiguous and promising for sustain…
Understanding the ITIL Implementation Project: Conceptualization and Measurements
The purpose of this research is to contribute to the theorizing of ITIL. The paper provides a model that conceptualizes the scope and content of an ITIL implementation project, and it tests and validates measurements based on a literature study and data from a survey of 446 Nordic ITIL experts.
Strategising IT service management through ITIL implementation: model and empirical test
Research on the Information Technology Infrastructure Library (ITIL) lacks appropriate theories and models that capture the distinct characteristics and implications of the ITIL implementation practice. The purpose of this study is to close this gap. Based on a literature review, we develop and empirically validate a theoretical model: the ITIL Implementation Project Model. The model includes significant antecedents, which provide a foundation upon which an effective ITIL implementation project can be built, as well as the pertinent effects of implementing ITIL. The results contribute to the current research stream on the strategising of IT service management as well as to an improved under…
Problems in the Interplay of IS Development and IT Operations: An Alignment Analysis
This chapter addresses the interplay of IS development and IT operations in system development projects, as seen from the perspective of IT operations. The underlying perspective is that a well-performed interplay of the two domains is essential, both for the successful development of a new information system, as well as for its subsequent operation. In this chapter, we use alignment theory to analyse data from a Delphi study in order to investigate the interplay of the two areas. The chapter concludes that the two areas are often unsatisfactorily aligned and that improving their interplay must be a priority for IS development and IT operations alike.
Process reference frameworks as institutional arrangements for digital service innovation
Abstract Information systems (IS) service organizations are increasingly more concerned with their ability to co-create digital services with customers in service ecosystems. Practitioners and researchers, however, lack understanding of which organization mechanisms effectively contribute to IS organizations’ innovation practices. Grounded in service-dominant logic, we hypothesized that process reference frameworks (PRFs), such as the IT Infrastructure Library (ITIL), act as institutional arrangements through their norms, rules, and practices, enhancing IS organizations’ ability to innovate digital services. Data collected from 159 IS organizations confirmed our hypotheses, showing that eff…
Exploring Process-Modelling Practice: Towards a Conceptual Model
Despite the importance of process modelling for business process management and related tasks, there are few theories and empirical studies of process-modelling practice available that can serve as the basis for understanding and improving this important practice. To contribute to the development of better theory, this paper proposes a model of process modelling practice, focussing on the relations between process modelling purpose, process modelling process, model artefact, process modelling outcome as well as initial and eventual modelling and process maturity. The proposed model is based on the existing literature and validated in a study of 34 Norwegian process-modelling projects. Resul…
Problems in the interplay of development and IT operations in system development projects: A Delphi study of Norwegian IT experts
ContextThe assumption of the presented work is that the ability of system developers and IT operations personnel to cooperate effectively in system development projects has great impact on the quality of the final system solution, as well as on the service level of its subsequent operation. ObjectiveThe present research explores the interplay of system development and IT operations and the challenges they are meeting. We are especially interested in identifying problems encountered between these two parties in system development projects. MethodWe identify and rank problems by using a ranking-type Delphi study. We involved 42 Norwegian IT experts and split them into three expert panels: sys…
Understanding the determinants of business process modelling in organisations
PurposeThe purpose of this paper is to address a theoretical gap in the business process management (BPM) literature on factors that influence the acceptance and use of business process modelling (PM) in organisations. The paper seeks to contribute to theory building and practice in BPM through better understanding of important determinants of PM adoption and use.Design/methodology/approachA combination of literature review and 34 interviews in context was used to develop a PM acceptance model that was subsequently empirically tested using survey data from 74 companies.FindingsThe paper provides empirical insights about how business PM can be influenced by many factors in the organisational…
Implementing IT Service Management: A systematic literature review
Author's version of an article in the journal: International Journal of Information Management. Also available from the publisher at: http://dx.doi.org/10.1016/j.ijinfomgt.2013.01.004 This article provides a systematic review of existing research related to the implementation of IT Service Management (ITSM) and the Information Technology Infrastructure Library (ITIL). The review's main goals are to support research; to facilitate other researchers' search for relevant studies; and to propose areas for future studies within this area. In addition, we provide IT managers with useful information on ITSM and ITIL, based on research-based knowledge of their implementation. The review results sug…
Determinants to the Use of Business Process Modeling
This article addresses a theoretical gap in the BPM literature on factors that influence the acceptance of process modeling (PM) in organizations. Literature review on PM and 34 qualitative interviews were combined into a PM acceptance model and empirically tested with data from 74 companies showing that PM is to a large extent a mandated activity, explaining the missing link between PM attitudes on PM intention. The study extends the TAM and the TPB to the context of process modeling and demonstrates that less studied socio-political factors in addition to awareness of PM are important to understand PM acceptance. The findings show that social influence from different stakeholder reference…
Using the ITIL Process Reference Model for Realizing IT Governance: An Empirical Investigation
Information Technology Infrastructure Library ITIL is a popular framework for IT governance, but little academic research on ITIL exists. The authors investigate the overlap between ITIL and IT governance practices to illustrate ITIL's potential to stimulate IT governance. A field study shows that IT implementation success is particularly influenced by group efficacy and organizational resources, and, to a lesser extent, senior-management involvement. Findings show that ITIL, as expected, is a framework that contributes to IT governance by stimulating process management practices.
Enabling a culture for IT services; the role of the IT infrastructure library
Building on process management and service climate theories, this paper investigates the pertinent issues of whether firms that implement ITIL best practices for IT service management will also experience growth in their process management activities and IT service climate. First, ITIL practices imply that processes in the IT department should be managed on a daily basis; without process management, ITIL will fail beyond its initial implementation. Second, two of the main reasons for adopting ITIL are to become a service-oriented organisation and to deliver IT services that meet business needs. Thus, we hypothesise that as the implementation status of ITIL increases, process management and …
ITIL Implementation: The Role of ITIL Software and Project Quality
This research will investigate the implementation status of the Information Technology Infrastructure Library (ITIL) reference processes and the influence of ITIL software quality and ITIL project quality on implementation status. The paper analyzes data from a survey of 160 Nordic companies.
Prosessledelse og digitalisering
I denne artikkelen utforsker vi om det er en gjensidig sammenheng mellom prosessledelse og digitalisering. Prinsipielt handler prosessledelse om å ha kontroll med virksomhetens prosesser og forbedre dem ved behov, mens digitalisering handler om å utvikle og innføre digitale løsninger basert på moderne digital teknologi. I artikkelen drøfter vi om, og eventuelt på hvilken måte disse påvirker hverandre og om det sterke fokuset det er på digitalisering i dag har innvirkning på prosessledelse som fag. Og hvis digitalisering påvirker prosess- ledelse, vil dermed prosessledelse bli mer relevant som støtte til virksomheters digitaliseringsarbeid? For å undersøke dette henter vi inn erfaringer fra …
The adoption of ITIL in the Nordic Countries: exploring regional differences
This paper responds to a call for exploring regional differences of how IT Service Management (ITSM) is adopted. We do so by examining the adoption of the ITSM processes as defined in the IT Infrastructure Library (ITIL). The adoption levels of the individual ITIL processes are compared, and the contributions of country, organization size and industry sector are assessed. The analyses are based on 836 responses from three consecutive surveys over a five-year period conducted in collaboration with the four Nordic itSMF chapters: Sweden, Denmark, Finland and Norway. We also compare and analyze these results with findings from three studies in other regions. We found that significant differenc…