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Impact of IT Service Management Frameworks on the IT Organization

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  • Mauricio Marrone
  • Lutz Kolbe

Abstract

Over 90 percent of companies are estimated to use IT Service Management (ITSM) frameworks, yet there is little research on their benefits to the Information Technology (IT) department and the business units. An international survey of 491 firms was conducted to assess the benefits of the IT Infrastructure Library (ITIL), the de-facto ITSM framework, specifically on how these benefits evolve as companies increase their adoption of the ITIL model. Also studied are the perception of challenges of the implementation and the number of ITIL processes implemented in relation to the progress of the adoption of ITIL. Results indicate that as the maturity of implementation increases, the perception of challenges decreases. Findings also show that as the maturity of implementation increases, the number of realized benefits increases, as well as the number of implemented ITIL processes. Implications for practitioners and researchers are also discussed. Copyright The Author(s) 2011

Suggested Citation

  • Mauricio Marrone & Lutz Kolbe, 2011. "Impact of IT Service Management Frameworks on the IT Organization," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 3(1), pages 5-18, February.
    • Handle: RePEc:spr:binfse:v:3:y:2011:i:1:p:5-18
    DOI: 10.1007/s12599-010-0141-5
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    References listed on IDEAS

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    1. George P. Huber, 1991. "Organizational Learning: The Contributing Processes and the Literatures," Organization Science, INFORMS, vol. 2(1), pages 88-115, February.
    2. Rockart, John F. (John Fralick), 1982. "The changing role of the information systems executive : a critical success factors perspective," Working papers 1297-82. Report (Alfred P, Massachusetts Institute of Technology (MIT), Sloan School of Management.
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    Cited by:

    1. Rúben Pereira & José Braga Vasconcelos & Álvaro Rocha & Isaías Scalabrin Bianchi, 2021. "Business process management heuristics in IT service management: a case study for incident management," Computational and Mathematical Organization Theory, Springer, vol. 27(3), pages 264-301, September.
    2. Akon O. Ekpezu & Ferdinand Katsriku & Winfred Yaokumah & Isaac Wiafe, 2022. "The Use of Machine Learning Algorithms in the Classification of Sound: A Systematic Review," International Journal of Service Science, Management, Engineering, and Technology (IJSSMET), IGI Global, vol. 13(1), pages 1-28, January.
    3. Alimam, Mayla & Bertin, Emmanuel & Crespi, Noel, 2017. "ITIL perspective on enterprise social media," International Journal of Information Management, Elsevier, vol. 37(4), pages 317-326.
    4. Florian Baer & Kurt Sandkuhl & Michael Leyer & Birger Lantow, 2021. "DESERV IT: A Method for Devolving Service Tasks in IT Services," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 63(4), pages 419-439, August.
    5. Iden, Jon & Eikebrokk, Tom Roar, 2013. "Implementing IT Service Management: A systematic literature review," International Journal of Information Management, Elsevier, vol. 33(3), pages 512-523.

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