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

University of St Gallen

Research output: Chapter in Book/Report/Conference proceeding › Article in proceedings › Research › 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.

Original language	English
Title of host publication	Proceedings der 12. Internationalen Tagung Wirtschaftsinformatik (WI 2015)
Editors	Oliver Thomas, Frank Teuteberg
Place of Publication	Osnabrück
Publisher	Universität Osnabrück
Publication date	2015
Pages	630-644
Article number	45
ISBN (Print)	9783000491849
Publication status	Published - 2015
Event	12th International Conference on Wirtschaftsinformatik. WI 2015 - Universität Osnabrück, Osnabrück, Germany Duration: 4 Mar 2015 → 6 Mar 2015 Conference number: 12 https://www.wi2015.de

Conference

Conference	12th International Conference on Wirtschaftsinformatik. WI 2015
Number	12
Location	Universität Osnabrück
Country/Territory	Germany
City	Osnabrück
Period	04/03/2015 → 06/03/2015
Internet address	https://www.wi2015.de

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Wulf, J., Winkler, T. J., & Brenner, W. (2015). Measuring IT Service Management Capability: Scale Development and Empirical Validation. In O. Thomas, & F. Teuteberg (Eds.), Proceedings der 12. Internationalen Tagung Wirtschaftsinformatik (WI 2015) (pp. 630-644). Article 45 Universität Osnabrück. http://aisel.aisnet.org/cgi/viewcontent.cgi?article=1042&context=wi2015

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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 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.",

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",

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isbn = "9783000491849",

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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. in O Thomas & F Teuteberg (eds), Proceedings der 12. Internationalen Tagung Wirtschaftsinformatik (WI 2015)., 45, Universität Osnabrück, Osnabrück, pp. 630-644, 12th International Conference on Wirtschaftsinformatik. WI 2015, Osnabrück, Germany, 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). ed. / Oliver Thomas; Frank Teuteberg. Osnabrück: Universität Osnabrück, 2015. p. 630-644 45.

Research output: Chapter in Book/Report/Conference proceeding › Article in proceedings › Research › 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

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N2 - 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.

AB - 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.

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 -