Measuring IT Service Management Capability: Scale Development and Empirical Validation
ISBN
978-3-00-049184-9
Type
conference paper
Date Issued
2015-03-04
Author(s)
Research Team
IWI4
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 (CMMI- SVC, 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 operationali- zation of ITSM capability as a second-order construct formed by ITSM pro- cesses that span three dimensions: service planning, service transition, and ser- vice operation. The practical utility of our survey instrument and avenues for future research on ITSM capability are outlined.
Language
English
HSG Classification
not classified
Refereed
No
Book title
Wirtschaftsinformatik Proceedings 2015
Publisher
Universität Osnabrück
Start page
630
End page
644
Event Title
12th International Conference on Wirtschaftsinformatik (WI 2015)
Event Location
Osnabrück, Germany
Event Date
04.-06.03.2015
Official URL
Subject(s)
Division(s)
Eprints ID
239008
File(s)![Thumbnail Image]()
Name
WI%202015_ITSM_Maturity%20Final%20Submission%20v3%20late%20correction.pdf
Size
151.96 KB
Format
Adobe PDF
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