Searching for Mechanisms of Knowledge Integration in IT Operational Frameworks: The Case of ITIL

The usage of IT Service Management frameworks such as ITIL has been on the rise. While there has been some research into the benefits that these frameworks provide, there has been no theoretical basis explaining why companies achieve these benefits. Taking a Knowledge-Based View of the firm provides an understanding of why organizations are able to create knowledge when implementing the frameworks. This research helps illustrate how IT Service Management frameworks can help in the knowledge integration process. Implications for practitioners and researchers are also discussed

A theory of change framework for developing cross-faculty programs : an information systems perspective

Information systems (IS) is a discipline that draws upon many other disciplines to bridge theory and practice and address the information and knowledge needs of individuals, organisations and society. We propose that an ideal education in IS would be delivered via cross-faculty programs of study that are not combinations of units from different faculties and disciplines, but programs which include a coherent and cohesive set of units co-designed and co-delivered by teaching staff from more than one faculty. This allows students, and teachers, to appreciate the different content and perspectives within the same context, as they will experience in the workplace, and allow them to develop deeper understandings of the complexity that can arise in their roles as mediators and communicators in finding appropriate IT solutions. Such a model poses a radical change, and thus the framework we offer uses a &lsquo;theory of change&rsquo; agenda.<br /

Smart Cities: A Review and Analysis of Stakeholders’ Literature

Recent literature on smart cities stresses the role of digitization in tackling urban issues such as environmental degradation and poverty. The wicked nature of these issues gives rise to the need to understand the diverse perspectives of relevant stakeholder groups on smart cities. However, existing research that compares these perspectives tends to exclude the beliefs of those living in smart cities. Integrating these beliefs in smart city discourses is paramount to increase the likelihood that these systems will be accepted. With the view that the literature consumed by an audience will influence that audience’s perspectives, the main aim of this study is to compare and contrast the pertinent topics found in various types of literature on smart cities. Using an innovative approach of literature comparison, based on a semantic entity annotator and keyword analysis, this article extracts and compares topics in news media (for citizens), trade publications (for businesses), academic articles (for research organizations) and government reports (for governments). The findings suggest that citizens tend to be under-represented in discussions on smart cities and highlight those topics considered relevant only by smart city citizens. Increased understanding in this area can help guide discussions and policies that are relevant for all stakeholders

Relevant Research Areas in IT Service Management: An Examination of Academic and Practitioner Literatures

Practitioners and academics alike have highlighted that information systems (IS) research may currently have limited use and value to practitioners. Further, research provides examples of positive links between management practices prevalent in the media and their influence on societal views. We focus on increasing relevance of future academic research to practitioners by identifying sources of misalignment between practitioner and academic literatures on the topic of information technology service management (ITSM) and by developing a possible research agenda to address these misalignments. We employ an entity annotator and keyword analysis to compare the main topics evident in academic and practitioner literatures on ITSM and focus on those salient in practitioner literature. Our results suggest that the topics of framework co-implementation, regulations, ITSM tools, gamification, and cloud computing all present fertile grounds for relevant research in ITSM and IS more broadly. Thus, our paper offers a unique way for academics to understand how they can best assist practitioners while increasing the relevance of academic research

ITIL and the Creation of Benefits: An Empirical Study on Benefits, Challenges and Processes

Over 90 percent of companies are estimated to use IT Service Management (ITSM) frameworks, yet there is little research on their benefits to the Information Technology (IT) department and the business units. An international survey of 503 firms was conducted to examine the benefits of the IT Infrastructure Library (ITIL), the de-facto ITSM framework, specifically on how these benefits evolve as companies increase their adoption of the ITIL model. Also studied are the perception of challenges of the implementation and the number of ITIL processes implemented in relation to the progress of the adoption of ITIL. Results indicate that as the maturity of implementation increases, the perception of challenges decreases. Findings also show that as the maturity of implementation increases, the number of realized benefits increases, as well as the number of implemented ITIL processes. Implications for practitioners and researchers are also discussed.12 page(s

Impact of IT Service Management Frameworks on the IT Organization An Empirical Study on Benefits, Challenges, and Processes

Over 90 percent of companies are estimatedto use IT Service Management(ITSM) frameworks, yet there is little researchon their benefits to the InformationTechnology (IT) department andthe business units. An international surveyof 491 firms was conducted to assessthe benefits of the IT InfrastructureLibrary (ITIL), the de-facto ITSM framework,specifically on how these benefitsevolve as companies increase theiradoption of the ITIL model. Also studiedare the perception of challenges ofthe implementation and the number ofITIL processes implemented in relationto the progress of the adoption of ITIL.Results indicate that as the maturity ofimplementation increases, the perceptionof challenges decreases. Findingsalso showthat as thematurity of implementationincreases, the number of realizedbenefits increases, as well as thenumber of implemented ITIL processes.Implications for practitioners and researchersare also discussed

What does an Information Systems Graduate need to know? A focus on Business Analysts and their role in sustainability

Information Systems graduates play a vital role in bridging the gap between business needs and technology solutions. But how much business or technology does a graduate need to know? In this paper we focus on the Business Analyst (BA) as a key role currently in high (unmet) demand in Australia. This paper presents the results of an Information and Communication Technology industry-based survey conducted in Australia to determine what knowledge and skills are needed by a BA. The survey is based on prior studies of information systems educational requirements and the internationally-developed Skills Framework for the Information Age (SFIA) that has been endorsed by the Australian Computer Society. From the literature we identified three types of skills: soft, business and technical. With the increasing importance of GreenIT and the pivotal role that the BA could play in green decision making, we added a fourth type of skill: sustainability. The survey considers 84 skills, their importance, the level of attainment of that skill, skill gaps and types of skills. Results show that technical and business skills are in almost equal demand and knowledge gaps are small. Soft skills were found to be the most important, with the smallest knowledge gap. Sustainability skills, however, were perceived to be of least importance and the area with the largest knowledge gap

What Makes AI Different? Exploring Affordances and Constraints - The Case of Auditing

This study aims to gain a comprehensive understanding of the differences between classic IT and AI artefacts. To achieve this objective, the study employs a grounded theory literature review approach and analyses 81 papers related to the application of classic IT and AI artefacts in the auditing industry. Drawing on the Technology Affordances and Constraints Theory, we examine the actions that can be potentially enabled or restricted by using classic IT and AI artefacts. This analysis allows us to conceptualise and compare the affordances and constraints associated with these two types of artefacts. The study addresses the need for more research on AI from both social and technical perspectives. Our findings may facilitate practitioners in improving their business processes and promoting effective collaboration between humans and AI

Less is Sometimes More – The Impact of In-Vehicle Information Systems on Perceived Range Stress

Recent research has emphasized a new dimension of driver stress, the concern of getting stranded with an electric vehicle due to a depleted battery, referred to as range stress. One promising solution is seen in the appropriate provision of relevant information through in-vehicle information systems. We aim to investigate how individuals perceive the interaction of these systems with a particular focus on range stress. Thus, we employed an experimental research design in real traffic situations consisting of 70 participants. We put participants in a critical range situation and showed that the provision of volatile and too much range-related information leads to increased range stress perception, and hence, negatively affects the willingness to use electric vehicles. This research contributes to the existing body of knowledge, as it points to the importance of accounting for potential dysfunctional consequences of increased use of information systems

IT Executives’ Perception of CobiT: Satisfaction, Business-IT Alignment and Benefits

Business-IT alignment has been one of the top issues in IT managers’ minds for years. Because of its potential to help an organization improve its Business-IT alignment, IT governance has grown in popularity over the last years. However, little research exists on the topic. An international survey of 113 firms using CobiT was conducted to examine the users’ satisfaction, impact on Business-IT alignment and perception on the benefits realized. The research concentrates on the evolution of these three factors as companies increase their implementation of CobiT. Results indicate that companies that have achieved higher implementation levels were more satisfied with the framework, experienced high positive impacts on their Business-IT alignment and received greater benefits in the areas of IT governance