Development and evaluation of it service management digital commons - a case study
PhD Thesis
Title | Development and evaluation of it service management digital commons - a case study |
---|---|
Type | PhD Thesis |
Authors | Ramakrishnan, M. |
Supervisor | |
1. First | Prof Jeffrey Soar |
2. Second | Dr Anup Shrestha |
Institution of Origin | University of Southern Queensland |
Qualification Name | Doctor of Philosophy |
Number of Pages | 260 |
Year | 2022 |
Publisher | University of Southern Queensland |
Place of Publication | Australia |
Digital Object Identifier (DOI) | https://doi.org/10.26192/wq850 |
Abstract | Information Technology Service Management (ITSM) is a set of organisational capabilities and practices for enabling value for customers in the form of services to plan, build and run IT functions. ITSM practice encompasses multiple process frameworks that are mutually aligned as well as complementary to each other. The availability of multiple frameworks could lead to the risk of implementing inefficient processes in organisations. On the other hand, the existence of multiple process frameworks can support process innovation if the ITSM practitioners can comprehend the ITSM knowledge ecosystem and the relationship between the different process frameworks holistically. In this research, a digital commons, that we refer as Service-Symphony, was built to support process innovation in ITSM practice. Digital Commons is a sub-set of knowledge commons that refers to creating and/or sharing data, information, knowledge, science, intellectual property, and other types of cultural and intellectual resources shared by many users. A Design Science Research (DSR) method was followed to develop Service-Symphony. This research contributes to the IS design theory through the development of digital commons design principle (DP)s that provide prescriptive guidelines to IS practitioners. Since the release of Service-Symphony in 2019, it is being used by practitioners and students from more than 22 countries across the globe with more than 122,360 user sessions. In 2019, Service-Symphony’s relevance to practice was recognised by ITSMF Australia through the Business Innovation of the Year award. |
Keywords | knowledge commons; IT Service Management; open-innovation; innovation-centric knowledge commons,; digital commons; design science research |
Related Output | |
Has part | IT service management knowledge ecosystem – literature review and a conceptual model |
Has part | Innovation Centric Knowledge Commons—A Systematic Literature Review and Conceptual Model |
Has part | Inclusion of Complementary Industry Knowledge in IT Service Management Curriculum – A Case Study |
Has part | Achieving Industry-aligned Education through Digital-Commons: A Case Study |
Contains Sensitive Content | Does not contain sensitive content |
ANZSRC Field of Research 2020 | 460912. Knowledge and information management |
460908. Information systems organisation and management | |
460999. Information systems not elsewhere classified | |
350705. Innovation management | |
Public Notes | File reproduced in accordance with the copyright policy of the publisher/author. |
Byline Affiliations | School of Business |
https://research.usq.edu.au/item/wq850/development-and-evaluation-of-it-service-management-digital-commons-a-case-study
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