TY - JOUR
T1 - IT service management
T2 - A cross-national study of ITIL adoption
AU - Marrone, Mauricio
AU - Gacenga, Francis
AU - Cater-Steel, Aileen
AU - Kolbe, Lutz
PY - 2014
Y1 - 2014
N2 - IT Service Management (ITSM) is transforming the management of the IT function on a global scale with major changes in work practices. The intent of this study is to empirically explore how IT service management is adopted in today's global economy. The article examines the adoption of ITSM processes as defined in the IT Infrastructure Library (ITIL®). The adoption of operational processes is compared to that of tactical/strategic level processes and the contribution of country, size, and industry sector to variation in adoption of ITIL processes is assessed. Institutional theory is used as a foundation for the study. The analysis is based on 623 responses to three surveys conducted in the UK, USA, DACH (German-speaking countries) and Australia. The study found organisations adopting ITIL implemented more operational level processes than the tactical/strategic level processes. DACH countries exhibit higher ITIL process adoption than the UK, USA, and Australia. Adoption varied on industry sector, and, in part, on organisation size. Based on a discussion of theory and practice, the article derives insights for academics and industry when introducing ITSM in the IT function.
AB - IT Service Management (ITSM) is transforming the management of the IT function on a global scale with major changes in work practices. The intent of this study is to empirically explore how IT service management is adopted in today's global economy. The article examines the adoption of ITSM processes as defined in the IT Infrastructure Library (ITIL®). The adoption of operational processes is compared to that of tactical/strategic level processes and the contribution of country, size, and industry sector to variation in adoption of ITIL processes is assessed. Institutional theory is used as a foundation for the study. The analysis is based on 623 responses to three surveys conducted in the UK, USA, DACH (German-speaking countries) and Australia. The study found organisations adopting ITIL implemented more operational level processes than the tactical/strategic level processes. DACH countries exhibit higher ITIL process adoption than the UK, USA, and Australia. Adoption varied on industry sector, and, in part, on organisation size. Based on a discussion of theory and practice, the article derives insights for academics and industry when introducing ITSM in the IT function.
UR - http://www.scopus.com/inward/record.url?scp=84897903120&partnerID=8YFLogxK
U2 - 10.17705/1cais.03449
DO - 10.17705/1cais.03449
M3 - Article
AN - SCOPUS:84897903120
SN - 1529-3181
VL - 34
SP - 865
EP - 892
JO - Communications of the Association for Information Systems
JF - Communications of the Association for Information Systems
IS - 1
M1 - 49
ER -