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Start Date

16-8-2018 12:00 AM

Description

The present paper advances a new conceptualization of IT Service Management (ITSM) as a Management Control System. The paper develops a conceptual model on the organizational impacts of ITSM. The model argues that reaching the organizational objectives of ITSM implementations, that is, increased IT function productivity, customer satisfaction and IT function responsiveness, requires the fit (conceptualized as profile deviation) of five ITSM controls which include: 1) values, 2) planning, 3) rewards and compensation, 4) cybernetic systems and 5) administrative controls. This paper helps unpack the black-box of ITSM by theorizing on the mechanisms that generate outcomes for organization.

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Aug 16th, 12:00 AM

Conceptualizing IT Service Management as a Management Control System for Business-IT Alignment

The present paper advances a new conceptualization of IT Service Management (ITSM) as a Management Control System. The paper develops a conceptual model on the organizational impacts of ITSM. The model argues that reaching the organizational objectives of ITSM implementations, that is, increased IT function productivity, customer satisfaction and IT function responsiveness, requires the fit (conceptualized as profile deviation) of five ITSM controls which include: 1) values, 2) planning, 3) rewards and compensation, 4) cybernetic systems and 5) administrative controls. This paper helps unpack the black-box of ITSM by theorizing on the mechanisms that generate outcomes for organization.