Measuring IT Service Management Capability: Scale Development and Empirical Validation

Jochen Wulf; Till J. Winkler; Walter Brenner

Measuring IT Service Management Capability: Scale Development and Empirical Validation

Jochen Wulf, Till J. Winkler, Walter Brenner

Universität St.Gallen

Publikation: Bidrag til bog/antologi/rapport › Konferencebidrag i proceedings › Forskning › peer review

Abstract

This paper conceptualizes IT service management (ITSM) capability, a key competence of today’s IT provider organizations, and presents a survey
instrument to facilitate the measurement of an ITSM capability for research and practice. Based on the review of four existing ITSM maturity models (CMMISVC, COBIT 4.1, SPICE, ITIL v3), we first develop a multi-attributive scale to assess maturity on an ITSM process level. We then use this scale in a survey with 205 ITSM key informants who assessed IT provider organizations along a set of 26 established ITSM processes. Our exploratory factor analysis and measurement model assessment results support the validity of an operationalization of ITSM capability as a second-order construct formed by ITSM processes that span three dimensions: service planning, service transition, and service operation. The practical utility of our survey instrument and avenues for future research on ITSM capability are outlined.

Originalsprog	Engelsk
Titel	Proceedings der 12. Internationalen Tagung Wirtschaftsinformatik (WI 2015)
Redaktører	Oliver Thomas, Frank Teuteberg
Udgivelsessted	Osnabrück
Forlag	Universität Osnabrück
Publikationsdato	2015
Sider	630-644
Artikelnummer	45
ISBN (Trykt)	9783000491849
Status	Udgivet - 2015
Begivenhed	12th International Conference on Wirtschaftsinformatik. WI 2015 - Universität Osnabrück, Osnabrück, Tyskland Varighed: 4 mar. 2015 → 6 mar. 2015 Konferencens nummer: 12 https://www.wi2015.de

Konference

Konference	12th International Conference on Wirtschaftsinformatik. WI 2015
Nummer	12
Lokation	Universität Osnabrück
Land/Område	Tyskland
By	Osnabrück
Periode	04/03/2015 → 06/03/2015
Internetadresse	https://www.wi2015.de

Emneord

IT service management
Organizational capability
Process maturity models
Scale development
Survey instrument
Factor analysis

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Citationsformater

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title = "Measuring IT Service Management Capability: Scale Development and Empirical Validation",

abstract = "This paper conceptualizes IT service management (ITSM) capability, a key competence of today{\textquoteright}s IT provider organizations, and presents a surveyinstrument to facilitate the measurement of an ITSM capability for research and practice. Based on the review of four existing ITSM maturity models (CMMISVC, COBIT 4.1, SPICE, ITIL v3), we first develop a multi-attributive scale to assess maturity on an ITSM process level. We then use this scale in a survey with 205 ITSM key informants who assessed IT provider organizations along a set of 26 established ITSM processes. Our exploratory factor analysis and measurement model assessment results support the validity of an operationalization of ITSM capability as a second-order construct formed by ITSM processes that span three dimensions: service planning, service transition, and service operation. The practical utility of our survey instrument and avenues for future research on ITSM capability are outlined.",

keywords = "IT service management, Organizational capability, Process maturity models, Scale development, Survey instrument, Factor analysis",

author = "Jochen Wulf and Winkler, {Till J.} and Walter Brenner",

year = "2015",

language = "English",

isbn = "9783000491849",

pages = "630--644",

editor = "Oliver Thomas and Frank Teuteberg",

booktitle = "Proceedings der 12. Internationalen Tagung Wirtschaftsinformatik (WI 2015)",

publisher = "Universit{\"a}t Osnabr{\"u}ck",

address = "Germany",

note = "12th International Conference on Wirtschaftsinformatik. WI 2015 ; Conference date: 04-03-2015 Through 06-03-2015",

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Wulf, J, Winkler, TJ & Brenner, W 2015, Measuring IT Service Management Capability: Scale Development and Empirical Validation. i O Thomas & F Teuteberg (red), Proceedings der 12. Internationalen Tagung Wirtschaftsinformatik (WI 2015)., 45, Universität Osnabrück, Osnabrück, s. 630-644, 12th International Conference on Wirtschaftsinformatik. WI 2015, Osnabrück, Tyskland, 04/03/2015. <http://aisel.aisnet.org/cgi/viewcontent.cgi?article=1042&context=wi2015>

Measuring IT Service Management Capability: Scale Development and Empirical Validation. / Wulf, Jochen; Winkler, Till J.; Brenner, Walter.
Proceedings der 12. Internationalen Tagung Wirtschaftsinformatik (WI 2015). red. / Oliver Thomas; Frank Teuteberg. Osnabrück: Universität Osnabrück, 2015. s. 630-644 45.

Publikation: Bidrag til bog/antologi/rapport › Konferencebidrag i proceedings › Forskning › peer review

TY - GEN

T1 - Measuring IT Service Management Capability

T2 - 12th International Conference on Wirtschaftsinformatik. WI 2015

AU - Wulf, Jochen

AU - Winkler, Till J.

AU - Brenner, Walter

N1 - Conference code: 12

PY - 2015

Y1 - 2015

N2 - This paper conceptualizes IT service management (ITSM) capability, a key competence of today’s IT provider organizations, and presents a surveyinstrument to facilitate the measurement of an ITSM capability for research and practice. Based on the review of four existing ITSM maturity models (CMMISVC, COBIT 4.1, SPICE, ITIL v3), we first develop a multi-attributive scale to assess maturity on an ITSM process level. We then use this scale in a survey with 205 ITSM key informants who assessed IT provider organizations along a set of 26 established ITSM processes. Our exploratory factor analysis and measurement model assessment results support the validity of an operationalization of ITSM capability as a second-order construct formed by ITSM processes that span three dimensions: service planning, service transition, and service operation. The practical utility of our survey instrument and avenues for future research on ITSM capability are outlined.

AB - This paper conceptualizes IT service management (ITSM) capability, a key competence of today’s IT provider organizations, and presents a surveyinstrument to facilitate the measurement of an ITSM capability for research and practice. Based on the review of four existing ITSM maturity models (CMMISVC, COBIT 4.1, SPICE, ITIL v3), we first develop a multi-attributive scale to assess maturity on an ITSM process level. We then use this scale in a survey with 205 ITSM key informants who assessed IT provider organizations along a set of 26 established ITSM processes. Our exploratory factor analysis and measurement model assessment results support the validity of an operationalization of ITSM capability as a second-order construct formed by ITSM processes that span three dimensions: service planning, service transition, and service operation. The practical utility of our survey instrument and avenues for future research on ITSM capability are outlined.

KW - IT service management

KW - Organizational capability

KW - Process maturity models

KW - Scale development

KW - Survey instrument

KW - Factor analysis

M3 - Article in proceedings

SN - 9783000491849

SP - 630

EP - 644

BT - Proceedings der 12. Internationalen Tagung Wirtschaftsinformatik (WI 2015)

A2 - Thomas, Oliver

A2 - Teuteberg, Frank

PB - Universität Osnabrück

CY - Osnabrück

Y2 - 4 March 2015 through 6 March 2015

ER -