Employee-driven digitalization in healthcare: codesigning services that deliver

Abstract The purpose of this article is to explore and conceptualize how Nordic principles of employee participation combined with enterprise social media/web 2.0 could enable co-creation as an input to digital transformation of healthcare services. The question of how to enable effective co-creation is both under-researched and stated as an important enabler of digitalization and service improvements. The article starts by introducing The Nordic Model for employee participation that is proven successful for enhancing working life effectiveness and innovation. We then discuss how these principles of participation can be further enhanced by state-of-the-art web 2.0 technologies for Enterpris…

The Co-creation Canvas

Abstract Digital transformation has become an increasingly important topic among enterprises and in research. The adoption of enterprise systems is such an investment, and it usually requires significant change management activities to realize the potential benefits. One important issue is how firms should go about to make investments in appropriate digital technology – and the appropriate changes to organizational processes and business models. This is particularly challenging for small and medium-sized enterprises (SMEs). They generally have very limited resources, and they usually depend on external input and cooperation with other companies. Therefore, a successful strategy for many SME…

A Cross-Country Comparison of Success Factor Priorities for Health Information Technology Managers: Evidence of Convergence in the Nordic Countries

The implementation of Health Information Technology (HIT) can improve the provision of highquality and efficient healthcare services; however, it has met with significant challenges in many cases. Despite the challenges occurring in many countries, prior research on HIT implementation success factors is, however, mainly from the USA. This research conducted a survey to IT managers in Nordic countries’ healthcare organizations and compiled a list of the HIT implementation success factors that these managers considered important in each country. It was found that IT managers in Nordic countries agree highly with each other intheir judgment of the importance of these success factors. While Nor…

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…

Critical issues for employees in inter-municipal health care services: a multiple case study

Abstract Background Traditional, hierarchical government structures have recently been challenged by increased complexity, fragmented services and heavy public demand. When healthcare services become fragmented and decentralised, they require redesign. Inter-municipal cooperation is a strategy to deal with current challenges and future demographic changes. Few studies exist that can help us conceptualize challenges regarding employment in this context and inform managers in the involved municipalities. This study aims to identify critical issues for employees in inter-municipal health care services and to elaborate on how and why these issues are experienced. Methods A multiple qualitative …

Training, Competence, and Business Performance: Evidence from E-business in European Small and Medium-Sized Enterprises

This article examines the relationship between training, competence and performance of small and medium-sized enterprises (SMEs) in the context of e-business. Literature review combined with a triangulation of qualitative and quantitative methods were used to investigate these relationships. Data about e-business competences and performance in 339 SMEs in three European countries was combined with data about training supply from 116 providers of e-business related training. The empirical findings document a positive relationship between training, competence and performance and show that training explains variances in e-business competences and performance in terms of efficiency, complementa…

Exploring health information technology implementation success factors: a comparative investigation in Nordic countries

The implementation of health information technology (HIT) can improve the quality and efficiency of healthcare services. There is a gap in terms of generalising and systematising the results of previous research and in understanding HIT implementation worldwide. The majority of studies on HIT implementation have been conducted in North America, most of which are case studies or other qualitative research. In this research, we surveyed IT managers in Nordic healthcare and used factor analysis to uncover success factor groups. Six groups emerged: culture conducive to change, quality of system and service, collaboration, alignment, end-user involvement, and management commitment. We found that…

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…

Co-creation of IT-value in a cluster of small enterprises

Abstract There is a growing emphasis on digital transformation in research and business practice. The creation of value from IT-investments is a critical factor in digital transformation. Research has documented that the ability to realize IT-value is a very challenging endeavor, especially for small enterprises who because of resource poverty are dependent on external input and cooperation with other companies. There is a general lack of research on the phenomenon of how IT-value is co-created, particularly in small firms. This paper reports from a study of a cluster of performing arts organizations, Blender Collective. They realized that audience data is a key issue, and that they lack th…

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…

Pilotprosjekter i kommunal e-helse – fremmes eller hemmes tjenesteinnovasjon?

Important challenges for coordination and inter-municipal cooperation in health care services: a Delphi study

Published version of an article in the journal: BMC Health Services Research. Also available from the publisher at: http://dx.doi.org/10.1186/1472-6963-13-451 Open Access Background: Demographical changes have stimulated a coordination reform in the Norwegian health care sector, creating new working practices and extending coordination within and between primary and hospital care, increasing the need for inter-municipal cooperation (IMC). This study aimed to identify challenges to coordination and IMC in the Norwegian health care sector as a basis for further theorizing and managerial advice in this growing area of research and practice. Methods. A Delphi study of consensus development was …

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…

Co-creation for Digitalization: A Study of Co-creation in Norwegian Business Clusters

Part 2: Fourth Industrial Revolution; International audience; There is a growing emphasis on digitalization in research and business practice. The rapid progress in digital technologies compel firms to innovate and transform their businesses. One way to improve the capacity to innovate and transform is to cooperate with others. However, there is a general lack of research on how co-creation among businesses can facilitate digitalization. This qualitative study explores how co-creation among businesses can stimulate and facilitate digitalization.We have investigated co-creation activities involving companies in business clusters. This paper reports from a study of three business clusters in …

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…

An exploratory approach for benefits management in e-government: Insights from 48 Norwegian government funded projects

Author's version of a chapter in Proceeding of 41th Hawaii International Conference on System Sciences. Also available from the publisher at http://dx.doi.org/10.1109/HICSS.2008.55 Efforts to improve governance and government functions through the use of information technology continue to draw considerable parts of the budgets of government agencies. To meet public and political demands for increased visibility of effects of e- Government investments, there is a trend to extend existing practices of evaluation towards more holistic management practices, commonly referred to as benefits management. However, benefits management practices and effects of such practices are poorly documented. Th…

Supporting SMEs Towards E-Business Success

The low e-Business implementation in small and medium-sized enterprises (SMEs) is an important issue in most countries. This chapter examines the relationship between training, competence and performance of small and medium-sized enterprises (SMEs) and discusses the implications for practice and further research. The study combined data about e-business competences and performance in 339 SMEs with data about training supply from 116 providers of e-business related training in three European countries. The authors find a positive relationship between training, competence and performance and show that training explains variances in e-business competences and performance in terms of efficiency…

Factors Contributing to the Business Digital Divide: A Systematic Literature Review

The main aim of this study is to review the literature relating to the factors that contribute to the business digital divide. A systematic literature review was conducted using two databases (Scopus and Web of Science). A total of 28 articles were selected and analyzed. The selected studies are conducted in various developing and developed countries, including all firm sizes and different sectors, and cover several different digital technologies. Identified factors determining the business digital divide are categorized as technological, organizational, and environmental factors. The discussion and the potentials for further research are also presented.

Robotic Process Automation and Consequences for Knowledge Workers; a Mixed-Method Study

Part 2: Fourth Industrial Revolution; International audience; This paper explores an overly optimistic and tenacious claim in the literature that robotic process automation (RPA) will only free knowledge workers from mundane tasks and introduce more interesting work. We explore this claim and other consequences for knowledge workers using data from a sequential quantitative-qualitative, mixed-method study in Norway. 88 RPA users from different sectors and industries where first surveyed to identify differences in utilization and effects from RPA. Then, differences were explored in 24 in-depth interviews in the public and private sectors, including financial industry, manufacturing, and oil …

Barriers to exchanging healthcare information in inter-municipal healthcare services: a qualitative case study

Abstract Background In recent years, inter-municipal cooperation in healthcare services has been an important measure implemented to meet future demographic changes in western countries. This entails an increased focus on communication and information sharing across organisational borders. Technology enables efficient and effective solutions to enhance such cooperation. However, the systems in the healthcare sector tend not to communicate with one another. There is a lack of literature focusing on communication and information sharing in inter-municipal healthcare services. The aim of this article is to investigate both the characteristics of communication and information sharing, and the f…

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…

Co-creation in networks of SMEs: a conceptual model of the co-creation process

Abstract The ability to adopt new digital technology is a very challenging endeavour, especially for small and medium-sized enterprises (SMEs), who because of resource poverty are dependent on external input and cooperation with other companies. Recent research has indicated that co-creation among SMEs is a promising way to overcome such limitations. However, there has been very limited research on the co-creation process, and we have little understanding about how SMEs would go about to establish and run a co-creation network. We propose a conceptual model based on our review of the literature and our empirical findings from investigating co-creation in four networks. The results expand ou…

Digitizing Discretionary Practices in Public Service Provision : An Empirical Study of Public Service Workers’ Attitudes

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 …

Dynamic capabilities in e-health innovation: Implications for policies

Abstract Objective To mitigate the effect of caregiver shortage, collaborative networks in Norwegian municipalities are exploring the possibilities provided by e-health and welfare technologies. However, extracting benefits from such technologies depends on many factors. Methods In this study, an extensive literature review is performed to compare e-health and other sectors in terms of the critical success factors in collaborative business process management. Using the dynamic capabilities view as a general theoretical lens, and a process orientation framework for operationalization, these factors are then conceptualized and validated in a cross-sectional study of cases in the Norwegian mun…

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…