Skip to main content
SpringerLink
Log in

IT Service Management: Core Processes Aligning Business and IT

  • Conference paper
  • First Online:
Business Information Systems Workshops (BIS 2014)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 183))

Included in the following conference series:

Abstract

The problem we address is that researchers have insufficiently investigated the processes and nuances of Business and IT alignment. One attempt to tackle Business and IT alignment in a process-oriented way is to adopt the concept of IT Service Management (ITSM). However, identified challenges entails that ITSM is hard to define and that existing ITSM frameworks sometimes are considered as overly complex containing an extensive process scope, making it costly and hard to implement. The purpose of this workshop paper is to understand in what way are ITSM core processes supporting business and IT alignment? Our qualitative research approach embraced a two-phase method based on empirical studies where identified core processes were mapped using the Strategic Alignment Model. The result shows that the core of ITSM consists of five processes and that these processes somewhat constitute the bridges and interfaces that aligns Business and IT.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 39.99
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 54.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

Notes

  1. 1.

    According to Google Scholar the paper had 2920 citations in April 2014.

References

  1. Addy, R.: Effective IT Service Management – from ITIL and Beyond. Springer, Heidelberg (2007)

    Google Scholar 

  2. Kajko-Mattsson M.: The State of Art within Evolution and Maintenance of Web Services, Department of Computer and Systems Sciences, Stockholm University and Royal Institute of Technology (2004)

    Google Scholar 

  3. Luftman, J., Kempaiah, R.: An update on business IT alignment: “a line” has been drawn. MIS Q. Executive 6(3), 165 (2007)

    Google Scholar 

  4. Chan, Y., Reich, B.: IT alignment: what have we learned? J. Inf. Technol. 22, 297–315 (2007)

    Article  Google Scholar 

  5. Pollard, C., Cater-Steel, A.: Justifications, strategies, and critical success factors in successful ITIL implementations in U.S. and Australian companies: an exploratory study. Inf. Syst. Manage. 26, 164–175 (2009)

    Article  Google Scholar 

  6. Office of Government Commerce (OGC), ITIL Version 3 Service Strategy (2007)

    Google Scholar 

  7. Office of Government Commerce (OGC), ITIL Version 3 Service Design (2007)

    Google Scholar 

  8. Office of Government Commerce (OGC), ITIL Version 3 Service Transition (2007)

    Google Scholar 

  9. Office of Government Commerce (OGC), ITIL Version 3 Service Operation (2007)

    Google Scholar 

  10. Office of Government Commerce (OGC), ITIL Version 3 Continual Service Improvement (2007)

    Google Scholar 

  11. Winniford, M., Conger, S., Erickson-Harris, L.: Confusion in the ranks: IT service management practice and terminology. Inf. Syst. Manage. 26(2), 153–163 (2009)

    Article  Google Scholar 

  12. Galup, S., Quan, J.J., Dattero, R., Conger, S.: Information technology service management: an emerging area for academic research and pedagogical development. In: Proceedings of the 2007 ACM SIGMIS CPR Conference on Computer Personnel Research: The Global Information Technology Workforce, pp.46 – 52 (2007)

    Google Scholar 

  13. Cartlidge, A., Ashley, H., Rudd, C., Macfarlane, I., Windebank, J., Rance, S.: The IT Infrastructure Library An Introductory Overview of ITIL® V3 IT Service Management Forum Limited (2007)

    Google Scholar 

  14. Göbel, H., Cronholm, S., Salomonson, N., Siegerroth, U.: Principer för ITSM, rapport för KK, Högskolan i Borås (2013)

    Google Scholar 

  15. Fleming, W.: Using Cost of Service to Align IT. Presentation at itSMF, Chicago (2005)

    Google Scholar 

  16. Orlov, L.M.: Make IT matter for business innovation, Forrester (2005)

    Google Scholar 

  17. Haverblad, A.: IT Service Management i Praktiken. Studentlitteratur, Lund (2007)

    Google Scholar 

  18. Galup, S., Dattero, R., Quan, J., Conger, S.: An overview of information technology service management. Commun. ACM 52(5), 124–127 (2009)

    Article  Google Scholar 

  19. Laporte, C.Y., Alexandre, S., O’Connor, R.V.: A software engineering lifecycle standard for very small enterprises. In: O’Connor, R.V., Baddoo, N., Smolander, K., Smolander, R. (eds.) EuroSPI 2008. CCIS, vol. 16, pp. 129–141. Springer, Heidelberg (2009)

    Chapter  Google Scholar 

  20. CMMI Product Team.: CMMI for Services Version 1.3, Carnegie Mellon. Software Engineering Institute, Pittsburgh, PA (2010)

    Google Scholar 

  21. Mesquida, A., Mas, A., Amengual, A., Jose, A., Calvo-Manzano, B.: IT service management process improvement based on ISO/IEC 15504: a systematic review. Inf. Softw. Technol. 54(3), 239–247 (2012)

    Article  Google Scholar 

  22. Pink Elephant, Definitive ITIL® 2011 & 2007 Edition Process & Function Lists (2011)

    Google Scholar 

  23. Kvale, S.: Issues of Validity in Qualitative Research. Studentlitteratur, Lund (1989)

    Google Scholar 

  24. Silverman, D.: The Theory of Organizations. Heineman, London (1970)

    Google Scholar 

  25. Patton, M.: Qualitative Evaluation and Research Methods. Sage Publications, Newbury Park (1990)

    Google Scholar 

  26. Henderson, J.C., Venkatraman, N.: Strategic alignment: leveraging information technology for transforming organizations. IBM Syst. J. 32(1), 4 (1993). (ProQuest Central)

    Article  Google Scholar 

  27. Maes, R., Rijsenbrij, D., Truijens, O., Goedvolk, H.: Redefining business alignment through a unified framework, White paper. Universiteit van Amsterdam, Cap Gemini Institute (2000)

    Google Scholar 

  28. Avison, D., Jones, J., Powell, P., Wilson, D.: Using a validating the strategic alignment model. J. Strateg. Inf. Syst. 13, 223–246 (2004)

    Article  Google Scholar 

  29. Vargas, N., Plazaola, L., Ekstedt, M.: A consolidated strategic business and IT alignment representation: a framework for literature aggregation. In: IEEE Proceedings of the 41st Hawaii International Conference on System Sciences (HICSS 41), Hawaii, USA (2008)

    Google Scholar 

  30. Beck, Kent.: Manifesto for Agile Software Development (2001). http://agilemanifesto.org/

  31. Göbel H., Cronholm S., Salomonson N., Siegerroth, U.: LeAgile ITSM, rapport för KK, Högskolan i Borås (2013)

    Google Scholar 

  32. Ciborra, C.U.: De Profundis? Deconstructing the concept of strategic alignment. Scand. J. Inf. Syst. 9(1), 57–82 (1997)

    Google Scholar 

Download references

Author information

Authors and Affiliations

  1. School of Business and IT, University of Borås, Allégatan 1, 501 90, Borås, Sweden

    Hannes Göbel, Stefan Cronholm & Carina Hallqvist

  2. School of Informatics, University of Skövde, Högskolevägen, Box 408, 541 28, Skövde, Sweden

    Eva Söderström

  3. Profecto Service Management, Svärdvägen 3A, 182 11, Danderyd, Sweden

    Leif Andersson

Authors
  1. Hannes Göbel
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Stefan Cronholm
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Carina Hallqvist
    View author publications

    You can also search for this author in PubMed Google Scholar

  4. Eva Söderström
    View author publications

    You can also search for this author in PubMed Google Scholar

  5. Leif Andersson
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Leif Andersson .

Editor information

Editors and Affiliations

  1. Poznań University of Economics, Poznań, Poland

    Witold Abramowicz

  2. University of Nicosia, Nicosia, Cyprus

    Angelika Kokkinaki

Rights and permissions

Reprints and permissions

Copyright information

© 2014 Springer International Publishing Switzerland

About this paper

Cite this paper

Göbel, H., Cronholm, S., Hallqvist, C., Söderström, E., Andersson, L. (2014). IT Service Management: Core Processes Aligning Business and IT. In: Abramowicz, W., Kokkinaki, A. (eds) Business Information Systems Workshops. BIS 2014. Lecture Notes in Business Information Processing, vol 183. Springer, Cham. https://doi.org/10.1007/978-3-319-11460-6_13

Download citation

  • DOI: https://doi.org/10.1007/978-3-319-11460-6_13

  • Published:

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-11459-0

  • Online ISBN: 978-3-319-11460-6

  • eBook Packages: Computer ScienceComputer Science (R0)

Publish with us

Policies and ethics

Search

Navigation