Effectiveness of IT Service Management Capability

Value Co-Creation and Value Facilitation Mechanisms

Till J. Winkler, Jochen Wulf

Research output: Contribution to journalJournal articleResearchpeer-review

Abstract

Information technology service management (ITSM) has become the prevalent management approach to the provision of IT services worldwide. Researchers and practitioners, however, still lack an understanding regarding through which mechanisms and in which strategic contexts an ITSM capability contributes most to information systems (IS) effectiveness. Grounded in a service-dominant logic, we hypothesize that ITSM capability contributes to IS effectiveness through sustaining the alignment of the IS function with the business and contingent upon organizational IS strategic conservativeness. Data collected from 256 organizations confirms that direct effects from ITSM capability are mediated by IS-business alignment and strengthened by IS strategic conservativeness. Our findings provide evidence for a co-occurrence of value co-creation and value facilitation mechanisms in internal IT service relationships and for a greater value of ITSM capability in stable strategic contexts. Overall, our results contribute a novel understanding to the service literature of the distinct mechanisms and the facilitating contextual contingencies of value creation in IT service relationships.
Original languageEnglish
JournalJournal of Management Information Systems
Volume36
Issue number2
Pages (from-to)639-675
Number of pages37
ISSN0742-1222
DOIs
Publication statusPublished - 2019

Keywords

  • Information technology service management (ITSM)
  • Service-dominant logic
  • Information systems (IS) effectiveness
  • IS-business alignment
  • IS strategy
  • IS conservative
  • Value co-creation
  • Value facilitation

Cite this

@article{a5bbbfd717784a1b87dfbfa6bc74bb1c,
title = "Effectiveness of IT Service Management Capability: Value Co-Creation and Value Facilitation Mechanisms",
abstract = "Information technology service management (ITSM) has become the prevalent management approach to the provision of IT services worldwide. Researchers and practitioners, however, still lack an understanding regarding through which mechanisms and in which strategic contexts an ITSM capability contributes most to information systems (IS) effectiveness. Grounded in a service-dominant logic, we hypothesize that ITSM capability contributes to IS effectiveness through sustaining the alignment of the IS function with the business and contingent upon organizational IS strategic conservativeness. Data collected from 256 organizations confirms that direct effects from ITSM capability are mediated by IS-business alignment and strengthened by IS strategic conservativeness. Our findings provide evidence for a co-occurrence of value co-creation and value facilitation mechanisms in internal IT service relationships and for a greater value of ITSM capability in stable strategic contexts. Overall, our results contribute a novel understanding to the service literature of the distinct mechanisms and the facilitating contextual contingencies of value creation in IT service relationships.",
keywords = "Information technology service management (ITSM), Service-dominant logic, Information systems (IS) effectiveness, IS-business alignment, IS strategy, IS conservative, Value co-creation, Value facilitation, Information technology service management (ITSM), Service-dominant logic, Information systems (IS) effectiveness, IS-business alignment, IS strategy, IS conservative, Value co-creation, Value facilitation",
author = "Winkler, {Till J.} and Jochen Wulf",
year = "2019",
doi = "10.1080/07421222.2019.1599513",
language = "English",
volume = "36",
pages = "639--675",
journal = "Journal of Management Information Systems",
issn = "0742-1222",
publisher = "Taylor & Francis",
number = "2",

}

Effectiveness of IT Service Management Capability : Value Co-Creation and Value Facilitation Mechanisms. / Winkler, Till J.; Wulf, Jochen.

In: Journal of Management Information Systems, Vol. 36, No. 2, 2019, p. 639-675.

Research output: Contribution to journalJournal articleResearchpeer-review

TY - JOUR

T1 - Effectiveness of IT Service Management Capability

T2 - Value Co-Creation and Value Facilitation Mechanisms

AU - Winkler, Till J.

AU - Wulf, Jochen

PY - 2019

Y1 - 2019

N2 - Information technology service management (ITSM) has become the prevalent management approach to the provision of IT services worldwide. Researchers and practitioners, however, still lack an understanding regarding through which mechanisms and in which strategic contexts an ITSM capability contributes most to information systems (IS) effectiveness. Grounded in a service-dominant logic, we hypothesize that ITSM capability contributes to IS effectiveness through sustaining the alignment of the IS function with the business and contingent upon organizational IS strategic conservativeness. Data collected from 256 organizations confirms that direct effects from ITSM capability are mediated by IS-business alignment and strengthened by IS strategic conservativeness. Our findings provide evidence for a co-occurrence of value co-creation and value facilitation mechanisms in internal IT service relationships and for a greater value of ITSM capability in stable strategic contexts. Overall, our results contribute a novel understanding to the service literature of the distinct mechanisms and the facilitating contextual contingencies of value creation in IT service relationships.

AB - Information technology service management (ITSM) has become the prevalent management approach to the provision of IT services worldwide. Researchers and practitioners, however, still lack an understanding regarding through which mechanisms and in which strategic contexts an ITSM capability contributes most to information systems (IS) effectiveness. Grounded in a service-dominant logic, we hypothesize that ITSM capability contributes to IS effectiveness through sustaining the alignment of the IS function with the business and contingent upon organizational IS strategic conservativeness. Data collected from 256 organizations confirms that direct effects from ITSM capability are mediated by IS-business alignment and strengthened by IS strategic conservativeness. Our findings provide evidence for a co-occurrence of value co-creation and value facilitation mechanisms in internal IT service relationships and for a greater value of ITSM capability in stable strategic contexts. Overall, our results contribute a novel understanding to the service literature of the distinct mechanisms and the facilitating contextual contingencies of value creation in IT service relationships.

KW - Information technology service management (ITSM)

KW - Service-dominant logic

KW - Information systems (IS) effectiveness

KW - IS-business alignment

KW - IS strategy

KW - IS conservative

KW - Value co-creation

KW - Value facilitation

KW - Information technology service management (ITSM)

KW - Service-dominant logic

KW - Information systems (IS) effectiveness

KW - IS-business alignment

KW - IS strategy

KW - IS conservative

KW - Value co-creation

KW - Value facilitation

UR - https://sfx-45cbs.hosted.exlibrisgroup.com/45cbs?url_ver=Z39.88-2004&url_ctx_fmt=info:ofi/fmt:kev:mtx:ctx&ctx_enc=info:ofi/enc:UTF-8&ctx_ver=Z39.88-2004&rfr_id=info:sid/sfxit.com:azlist&sfx.ignore_date_threshold=1&rft.object_id=954921398118&rft.object_portfolio_id=&svc.holdings=yes&svc.fulltext=yes

U2 - 10.1080/07421222.2019.1599513

DO - 10.1080/07421222.2019.1599513

M3 - Journal article

VL - 36

SP - 639

EP - 675

JO - Journal of Management Information Systems

JF - Journal of Management Information Systems

SN - 0742-1222

IS - 2

ER -