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

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

Towards Managing IT Complexity: An IT Governance Framework to Measure Business-IT Responsibility Sharing and Structural IT Organization

For large enterprises, IT governance is a major lever to influence the way how IT enables business. The authors hypothesizethat a part of IT governance, namely business-IT responsibility sharing and structural IT organization, has a strong influenceon IT architecture complexity of large enterprises. IT complexity is challenging CIOs of large enterprises all over the worldday-by-day. Yet, IT complexity so far has been analyzed by scientific research only to a small degree. To prove or falsify thehypothesis that IT governance influences IT architecture complexity, the authors developed concepts to measure both aspectswith a framework. In this research, the concept for business-IT responsibility sharing and its scientific background arepresented. The IT complexity measurement concept is shown, focusing on IT architecture complexity. An outlook for thisresearch, an empirical study that is currently in progress is given

Potential of Web 2.0 Applications for Viewer Retention

Digitalization and market deregulation have increased competition among German television broadcasters. To secure audience rates and advertising revenues, viewer retention presents an important success factor. By enabling personal relationships with an otherwise anonymous audience, the internet allows TV-stations to adopt Customer Relationship Management (CRM). Interaction and participation, driving forces of viewer relationships, represent key features of Web-2.0- applications. Based on a content analysis and expert interviews with TV-marketing representatives, this paper describes the status quo of Web-2.0-adoption by German free-to-air broadcasters and evaluates the applications’ contribution to Viewer Relationship Management (VRM). Findings show that Web-2.0-adoption still has explorative character: TV-stations test applications with respect to technological possibilities and user acceptance, while copy-right-restrictions and missing benchmarks currently present obstacles. Offering a wide range of options to promote viewer retention, Web-2.0-applications are eligible to support VRM by collecting user data and enabling individual viewer services as well as direct communication

Synthesizing and Integrating Research on IT-Based Value Cocreation: A Meta-Analysis

IT value research has witnessed growing interest in the use of joint IT resources and capabilities following recent shifts in market competition from the firm to the network level. Despite research efforts in this domain, there remain substantial inconsistencies in the IT value cocreation literature regarding the effect of interorganizational IT on business value and the role of methodological and contextual factors. Drawing on the resource-based view and the relational view of the firm, we conducted a meta-analysis to synthesize and integrate the body of knowledge of IT-based value cocreation. Our analysis of 80 studies, encompassing 21,843 observations, highlights the value-generating effect of four interorganizational IT capabilities: IT-based relation-specific assets, IT-based knowledge sharing, IT-based complementary capabilities, and IT-based governance. Insights from our preliminary meta-analysis reveal that contradictory findings are driven by the conceptualization of IT variables as interorganizational IT resources. A further moderator meta-analysis explains divergent empirical findings in the literature. We find that the use of relational-level value and perceptual measures, use of single respondents, and the context of developing countries and supply chain and networked interdependencies result in larger estimates of business value. In contrast, the use of network-level, firm-level, and objective measures; use of matched-pair approaches; and the context of developed countries and pooled interdependencies result in smaller estimates. Overall, this paper provides clarity and structure to the current understanding of the research field by providing explanations for inconsistent findings as well as a foundation for future research and theory development

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

DIMENSIONS OF TRUST IN THE ACCEPTANCE OF INTER-ORGANIZATIONAL INFORMATION SYSTEMS IN NETWORKS: TOWARDS A SOCIO-TECHNICAL PERSPECTIVE

In the context of collaborative networks, networked inter-organizational information systems (IOIS) play a major role by providing a shared virtual space for the informal exchange of semi-structured or unstructured knowledge. Since IT support is seen as crucial for the whole network endeavor, the perspective of system acceptance becomes important. However, discussing IS adoption at the interorganizational level brings trust into the story. Building upon socio-technical theory, this study seeks to understand the role of two dimensions of trust in the acceptance of networked IOIS. A theoretical model is developed and subsequently tested with a sample of 121 German network organizations. Network trust reveals to be important for the perceived usefulness of the system, as the main benefit comes from members’ participation. Trust in technology shows to be an even more relevant determinant for the attitude towards the system. We suggest that future adoption studies should pay more attention on the interplay of both the social- as well as the technical-relations

The State of the Art in Smart City Research – A Literature Analysis on Green IS Solutions to Foster Environmental Sustainability

Environmental sustainability is one of the most critical issues worldwide, concerning every individual. The main objective in this area is to preserve scarce resources and reduce CO2 emissions in order to prevent environmental degradation. In recent years the potential of information systems (IS) as a driver for environmental sustainability has emerged under the term “Green IS”. Given that cities represent a huge share of environmental degradation due to factors such as mobility, energy and water consumption, and waste production, the municipal domain offers huge potentials in terms of sustainability. The advent of smart cites is an attempt to address this concern. In this paper we aim to provide an overview of current publications on environmental sustainability in smart cities, as research in this field is still unstructured. This paper focuses on structuring the research field by providing a research framework to achieve a more holistic view on the application of Green IS. We distinguish between research performed by the IS community and that of related fields, such as urban development, and perform a cross-sectional, exhaustive literature analysis with almost 1,500 articles to uncover the differences and commonalities between the domains

Overcoming challenges for managing IT innovations in non-IT companies

Information technology (IT) impacts almost every business unit inside the enterprise. However, the role of the IT organization as an enabler of growth and driver of business innovation is mostly ignored. In this paper we introduce six non- IT companies which asses IT innovations as important for their strategy and competitive advantage. Four companies already created formalized structures for managing IT innovations. We describe the reasons why companies have chosen to create those structures and which challenges they experienced. Furthermore, we reveal reasons why companies do not create formalized structures, although IT innovations are important for their business. As a result we propose measures how companies can overcome these challenges to manage IT innovations. Approaching these steps will not only lead to successful IT innovations and improved processes, it will also strengthen the perception of the IT organization as an innovative partner