Development and evaluation of it service management digital commons – a case study

Development and evaluation of it service management digital commons – a case study

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.

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