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Evaluating a quantitative IT maturity self-assessment approach: Does it give a good way of the as-is state?

Johansson, Björn LU ; Eckerstein, Jessica and Malmros, Jacob (2016) In 4th International Conference on Management, Leadership and Governance
Abstract (Swedish)
It has become increasingly recognized that IT organizations must ensure that IT services are aligned to business needs and actively support them. Therefore, the internal IT service management processes are under constant improvement. Information Technology Infrastructure Library (ITIL) is the most commonly adopted framework for IT service management. The recommendation is to start an ITIL implementation or improvement process by defining a baseline of current state - “where are we today”. This helps identify the gap to a wanted future state and will become the basis for an ITIL implementation or improvement plan. One of the most commonly used methods to define current state is to do a maturity assessment using a quantitative... (More)
It has become increasingly recognized that IT organizations must ensure that IT services are aligned to business needs and actively support them. Therefore, the internal IT service management processes are under constant improvement. Information Technology Infrastructure Library (ITIL) is the most commonly adopted framework for IT service management. The recommendation is to start an ITIL implementation or improvement process by defining a baseline of current state - “where are we today”. This helps identify the gap to a wanted future state and will become the basis for an ITIL implementation or improvement plan. One of the most commonly used methods to define current state is to do a maturity assessment using a quantitative self-assessment approach. The purpose of this research is to empirically understand how well a quantitative self-assessment defines the as-is state and thereby the maturity of an IT organization. The research was carried out by conducting a quantitative self-assessment in an IT organization. To understand if the self-assessment produced viable results a meta-evaluation of the survey was conducted through interviews and a document study. The main conclusion, is that the use of a quantitative self-assessment does not define the as-is state and maturity well enough. To do so, it has to be complemented by for instance interviews or another type of internal knowledge to produce a good enough baseline. (Less)
Abstract
It has become increasingly recognized that IT organizations must ensure that IT services are aligned to business needs and actively support them. Ther efore, the internal IT service management processes are under constant improvement. Information Technology Infrastructure Library (ITIL) is the most commonly
adopted framework for IT service management. The r ecommendation is to start an ITIL implementation or improvement process by defining a baseline of current state - “wher e are we today”. This helps identify the gap to a wanted future state and will become the basis for an ITIL implementation or improvement plan. One of the most commonly used methods to define current state is to do a maturity assessment using a quantitative... (More)
It has become increasingly recognized that IT organizations must ensure that IT services are aligned to business needs and actively support them. Ther efore, the internal IT service management processes are under constant improvement. Information Technology Infrastructure Library (ITIL) is the most commonly
adopted framework for IT service management. The r ecommendation is to start an ITIL implementation or improvement process by defining a baseline of current state - “wher e are we today”. This helps identify the gap to a wanted future state and will become the basis for an ITIL implementation or improvement plan. One of the most commonly used methods to define current state is to do a maturity assessment using a quantitative self-assessment approach. The purpose of this research is to empirically understand how well a
qua nti ta ti ve s el f-ass ess ment d efi nes the a s -i s s ta te a nd ther eby th e ma turi ty of a n I T orga ni za ti on. The research was carried out by conducting a quantitative self-assessment in an IT organization. To understand if the self-assessment produced viable results a meta-evaluation of the survey was conducted through interviews and a document study. The main conclusion, is that the use of a quantitative self-assessment does not define the as-is state and maturity well enough. To do so, it has to be complemented by for instance
interviews or another type of internal knowledge to produce a good enough baseline. (Less)
Please use this url to cite or link to this publication:
author
organization
publishing date
type
Chapter in Book/Report/Conference proceeding
publication status
published
subject
keywords
Information Technology Infrastructure Library (ITIL) , IT maturity, IT Governance, Quantitative self- assessment
in
4th International Conference on Management, Leadership and Governance
editor
Vasilenko, Dmitry and Khazieva, Natalia
pages
9 pages
publisher
Academic Conferences and publishing International Limited
external identifiers
  • Scopus:84969145285
ISSN
2049-6818
2949-6826
ISBN
978-1-910810-84-2
language
English
LU publication?
yes
id
7d7e230d-b6a3-42c7-8f2a-85a6a78622dd
date added to LUP
2016-04-20 11:11:05
date last changed
2017-01-01 08:24:36
@inproceedings{7d7e230d-b6a3-42c7-8f2a-85a6a78622dd,
  abstract     = {It has become increasingly recognized that IT organizations must ensure that IT services are aligned to business needs and actively support them. Ther efore, the internal IT service management processes are under constant improvement. Information Technology Infrastructure Library (ITIL) is the most commonly<br/>adopted framework for IT service management. The r ecommendation is to start an ITIL implementation or improvement process by defining a baseline of current state - “wher e are we today”. This helps identify the gap to a wanted future state and will become the basis for an ITIL implementation or improvement plan. One of the most commonly used methods to define current state is to do a maturity assessment using a quantitative self-assessment approach. The purpose of this research is to empirically understand how well a<br/>qua nti ta ti ve s el f-ass ess ment d efi nes the a s -i s s ta te a nd ther eby th e ma turi ty of a n I T orga ni za ti on. The research was carried out by conducting a quantitative self-assessment in an IT organization. To understand if the self-assessment produced viable results a meta-evaluation of the survey was conducted through interviews and a document study. The main conclusion, is that the use of a quantitative self-assessment does not define the as-is state and maturity well enough. To do so, it has to be complemented by for instance<br/>interviews or another type of internal knowledge to produce a good enough baseline. },
  author       = {Johansson, Björn and Eckerstein, Jessica and Malmros, Jacob},
  booktitle    = {4th International Conference on Management, Leadership and Governance},
  editor       = {Vasilenko,  Dmitry   and Khazieva, Natalia  },
  isbn         = {978-1-910810-84-2},
  issn         = {2049-6818},
  keyword      = {Information Technology Infrastructure Library (ITIL)  ,IT maturity,IT Governance,Quantitative  self- assessment},
  language     = {eng},
  pages        = {9},
  publisher    = {Academic Conferences and publishing International Limited},
  title        = {Evaluating a quantitative IT maturity self-assessment approach: Does it give a good way of the as-is state?},
  year         = {2016},
}