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Challenges in IT service management: institution vs. improvisation
Linköping University, Department of Management and Engineering, Information Systems and Digitalization. Linköping University, Faculty of Arts and Sciences.
Karolinska University Hospital, Sweden.ORCID iD: 0000-0003-2694-5937
2014 (English)In: Electronic proceedings ADWI - 2014, 2014, p. 1-15Conference paper, Published paper (Refereed)
Abstract [en]

In many organisations the work of delivering IT services in order to maintain and improve the IT portfolio is a complex task. Different models for IT service management have been developed and they are widely in use. An ITSM model is a way of institutionalising processes, activities and roles of IT service delivery. This research studies the use of an ITSM model (an adaptation of ITIL) in a municipal IT department. A qualitative case study has been conducted. The adapted ITSM model has been investigated and compared with several instances of IT service deliveries. Six cases of IT service deliveries (of both failure and success character) have been studied. This inquiry uses a storytelling approach and a combination of different data sources (workshop discussions, interviews, documents, records and the functionality of used IT artefacts). The analysis of these cases is conducted in a theory-informed way. A conceptual model has been developed describing an ITSM model as an organisational institution manifested in different institutional carriers. Based on rich empirical data we have clarified positive and negative effects of both ITSM model compliance and deviation through improvisation. A dialectical model is developed showing a possible synthesis of ITSM model compliance and improvisation.

Place, publisher, year, edition, pages
2014. p. 1-15
Keywords [sv]
IT service management, ITIL, institution, institutional carrier, compliance, improvisation, situational adaptation, storytelling, dialectics
National Category
Information Systems, Social aspects
Identifiers
URN: urn:nbn:se:liu:diva-113661OAI: oai:DiVA.org:liu-113661DiVA, id: diva2:783864
Conference
The 3rd International workshop on IT Artefact Design & Workpractice Improvement, Friedrichshafen, Germany, 2 June, 2014
Note

2015-03-02 PDF parallel published

2023-04-04 PDF removed due to submission to journal.

Available from: 2015-01-27 Created: 2015-01-27 Last updated: 2023-04-04Bibliographically approved

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Goldkuhl, GöranNordström, Malin

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • oxford
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf