Measuring IT Service Management Capability: Scale Development and Empirical Validation

Jochen Wulf, Till J. Winkler, Walter Brenner

    Publikation: Bidrag til bog/antologi/rapportKonferencebidrag i proceedingsForskningpeer review

    Abstrakt

    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.
    OriginalsprogEngelsk
    TitelProceedings der 12. Internationalen Tagung Wirtschaftsinformatik (WI 2015)
    RedaktørerOliver Thomas, Frank Teuteberg
    UdgivelsesstedOsnabrück
    ForlagUniversität Osnabrück
    Publikationsdato2015
    Sider630-644
    Artikelnummer45
    ISBN (Trykt)9783000491849
    StatusUdgivet - 2015
    Begivenhed12th International Conference on Wirtschaftsinformatik. WI 2015 - Universität Osnabrück, Osnabrück, Tyskland
    Varighed: 4 mar. 20156 mar. 2015
    Konferencens nummer: 12
    https://www.wi2015.de

    Konference

    Konference12th International Conference on Wirtschaftsinformatik. WI 2015
    Nummer12
    LokationUniversität Osnabrück
    LandTyskland
    ByOsnabrück
    Periode04/03/201506/03/2015
    Internetadresse

    Emneord

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

    Citationsformater