Measuring IT Service Management Capability: Scale Development and Empirical Validation

Jochen Wulf, Till J. Winkler, Walter Brenner

    Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review


    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.
    Original languageEnglish
    Title of host publicationProceedings der 12. Internationalen Tagung Wirtschaftsinformatik (WI 2015)
    EditorsOliver Thomas, Frank Teuteberg
    Place of PublicationOsnabrück
    PublisherUniversität Osnabrück
    Publication date2015
    Article number45
    ISBN (Print)9783000491849
    Publication statusPublished - 2015
    Event12th International Conference on Wirtschaftsinformatik. WI 2015 - Universität Osnabrück, Osnabrück, Germany
    Duration: 4 Mar 20156 Mar 2015
    Conference number: 12


    Conference12th International Conference on Wirtschaftsinformatik. WI 2015
    LocationUniversität Osnabrück
    Internet address

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