An Information Security Performance Measurement Tool for Senior Managers: Balanced Scorecard Integration for Security Governance and Control Frameworks

2023 | Information Systems Frontiers | Citations: 0

Authors: Herath, Tejaswini C.; Herath, Hemantha S. B.; Cullum, David

Abstract: As organizations have become increasingly reliant on information systems, senior ... Expand

Abstract: As organizations have become increasingly reliant on information systems, senior managers are keen in assessing the progress of implemented information security strategies. Although the balanced scorecard approach has been suggested for security governance, a critical issue affecting information security practitioners is complexity, as there are many standards and frameworks, with duplication and overlaps to adhere to when organizing the data. Consequently, the article attempts to develop a more inclusive framework for information security governance, a research gap recently identified in the literature. The article maps five governance and control frameworks (COBIT, SABSA, ISG, ITIL, and ISO 27000) to the information security balanced scorecard (InfoSec BSC) to develop a conceptual design of an effective information security performance measurement tool that can be used by senior managers. Using a real-life case application and interviews with a panel of experts, the article identifies IS initiatives, performance measures for each of the mapped objectives derived from governance and control frameworks that may provide guidance for practitioners. Collapse

Topics: data security COBIT IT security ITIL information security management

Methods: qualitative interview case study personal interview survey delphi study

Theories: theory of everything

Design Principles for Platform-Enabled Knowledge Commons with an Expository Instantiation

2023 | Journal of the Association for Information Systems | Citations: 0

Authors: Ramakrishnan, Muralidharan; Gregor, Shirley; Shrestha, Anup; Soar, Jeffrey

Abstract: Knowledge commons play a pivotal role in knowledge creation and sharing in the ... Expand

Abstract: Knowledge commons play a pivotal role in knowledge creation and sharing in the digital economy. The motivation for this research was the opportunity to develop a knowledge commons for IT service management (ITSM) practitioners. To obtain guidance to design the knowledge commons, we critically reviewed commons design principles (DPs) that were based on a well-established economics theory. We observed that the commons DPs had significant gaps when applied to IS practice. Hence, we developed an alternate set of DPs that we refer to as platform-enabled knowledge commons (PEKC) DPs that are relevant to IS practice. This paper discusses the development of PEKC DPs and applies them in instantiating an IS artifact, Service-Symphony. Service-Symphony is a purpose-built, public-facing knowledge repository developed for the benefit of ITSM practitioners and students. Our research followed the design science research (DSR) paradigm and contributes to the body of knowledge by establishing a multigrounded design theory comprising meta-requirements and DPs. To bridge theory and practice, we assessed the reusability of PEKC DPs through focus group interviews with IS architects. Our case study illustrates the complete life cycle of DPs covering conceptualization, initial formulation, iterative refinement, application to an important real-world instantiation, and evaluation by a group of independent IS practitioners. Collapse

Topics: LinkedIn IT service management agile software development anonymity systems design

Methods: design artifact survey focus group design principle design theory

Theories: economic theory

IS incident recovery and service value: a service-dominant logic view

2022 | European Journal of Information Systems | Citations: 0

Authors: Najjar, Mohammad S.; Kettinger, William J.; Kettinger, Lynda D.

Abstract: IS service delivery failures inside companies are value diminishing events. Info ... Expand

Abstract: IS service delivery failures inside companies are value diminishing events. Information systems service providers seek to limit this value destruction but lack guidance on IS incident resolution actions that satisfy users and preserve IS service value. We apply Service-Dominant Logic (SDL) to explore what is relevant to users’ recovery service experiences while interacting with IS service providers. We use an integrated research approach including qualitative and quantitative data. We uncover actions that lead to a satisfying incident recovery and categorise them into three recovery components (responsive handling interactions, supportive communicating interactions, and effective resolving actions) that reflect IS provider resource exchanges of information, knowledge, and service skills with users in resolving incidents. We integrate these three recovery components as factors in our research model and test direct and moderating effects on value outcomes. We find that users’ recovery satisfaction results from both a “fix it fast and fully” perspective and a sense of effort and fairness conveyed. Results point to managers preserving overall IS service satisfaction and service quality by facilitating proper resource exchanges during an incident recovery. Collapse

Topics: service quality IS satisfaction IS service quality participatory design IS failure

Methods: qualitative interview design methodology survey theory development survey design

Theories: service-dominant logic

Towards a Business Process Complexity Analysis Framework Based on Textual Data and Event Logs

2022 | International Conference on Business Informatics | Citations: 0

Authors: Revina, Aleksandra; Aksu, Ünal

Abstract: Being an established discipline, Business Process Management (BPM) confronts var ... Expand

Abstract: Being an established discipline, Business Process Management (BPM) confronts various challenges related to digitization and rapid penetration of technologies into business processes (BPs). As a result, both generated and used data, such as textual data and event logs, grow exponentially, complicating the decision-making. Event logs are typically used to analyze BPs from several perspectives, including complexity. Recent approaches to BP complexity analyses focus on BP models and event logs, limiting the consideration of textual data. Hence, we propose a BP complexity analysis framework combining textual data and event logs. The framework has been conceptualized based on the IT Service Management (ITSM) case study of an international telecom provider and further developed in the IT department of an academic institution. The latter has also been used to investigate the value of the framework. Our preliminary findings show that the framework can enable comprehensive process redesign and improvements. Collapse

Topics: pandemic decision making electronic mail Python privacy

Methods: event log case study literature study correlation analysis natural language processing

Requirements for an IT Support System based on Hybrid Intelligence

2022 | HICSS | Citations: 4

Authors: Schmidt, Simon; Li, Mahei; Peters, Christoph

Abstract: In our digital world, all companies need IT support. IT support staff are under ... Expand

Abstract: In our digital world, all companies need IT support. IT support staff are under increasing pressure solving increasingly heterogeneous user tickets. Hybrid intelligence could solve many issues due to the combination of machine power and individual strengths of humans. As a part of a bigger design science research project, this paper derives requirements for an IT support system based on hybrid intelligence (ISSHI): In total 17 literature-based requirements and 21 interview-based requirements with IT-support managers and support agents from three different companies were consolidated into 24 requirements to inform an ISSHI system architecture. This architecture serves as a foundation for future research regarding hybrid intelligence in IT support. Collapse

Topics: system support artificial intelligence gamification systems development data management

Methods: qualitative interview personal interview design science computational algorithm action design research

Team Ambidexterity and its Prerequisites: An Exploratory Study of an IT Service Management Team

2022 | Americas Conference on Information Systems | Citations: 0

Authors: Werner, Matthias; Feldmann, Jasmin; Montealegre, Juliana Becerra; Stockhinger, Jan

Abstract: Companies' increasing reliance on information technology (IT) requires IT servi ... Expand

Abstract: Companies' increasing reliance on information technology (IT) requires IT service management teams to ensure smooth, efficient, and reliable IT service delivery while learning and experimenting with innovative IT at the same time. These disparate demands create tensions for IT service management teams that are challenging to handle. In our study, we present one approach to effectively managing these tensions. By conducting a single-case study of a high-performance IT service management team responsible for 16,000 end-users in Latin America, we identified crucial activities and prerequisites that help deal with these tensions. In particular, we provide an overview of ten multi-level prerequisites and show that dealing with disparate demands on the team level also depends on organizational-and individual-level prerequisites. By answering several calls for studying the management of different demands at the team level, we contribute to the scarce research on team ambidexterity. Collapse

Topics: IT service management knowledge sharing problem solving IT career

Methods: qualitative interview case study single case study longitudinal research experiment

Theories: ambidexterity theory

DESERV IT: A Method for Devolving Service Tasks in IT Services

2021 | Business & Information Systems Engineering | Citations: 0

Authors: Baer, Florian; Sandkuhl, Kurt; Leyer, Michael; Lantow, Birger

Abstract: Nowadays, IT operations devolve many tasks in IT services to internal customers ... Expand

Abstract: Nowadays, IT operations devolve many tasks in IT services to internal customers (i.e., IT self-service). The rationale for this service task devolvement is often to reduce the IT personnel’s workload. However, prior research has shown that IT operations often fail to achieve this goal. Existing methods for modeling and analyzing services fall short of supporting service providers in identifying and specifying service tasks suitable to be devolved to (internal) customers. This paper presents, therefore, the first method for devolving service tasks in IT services (DESERV IT). DESERV IT is a compound of four method components encompassing a joint meta-model, a visual notation for modeling IT services, and procedural recommendations. The DESERV IT meta-model extends the meta-model of service blueprinting by means of concepts required to analyze service task devolvement. DESERV IT is evaluated in four evaluation episodes. The results of the evaluation episodes show that DESERV IT is perceived as effective, useful, complete, and generalizable by experts in the IT service management and enterprise architecture discipline. This paper contributes to enterprise modeling by demonstrating the feasibility of DESERV IT in an example case and describing DESERV IT’s evolution during the evaluation episodes. DESERV IT supports practitioners (e.g., request fulfillment managers) in modeling and analyzing IT services. Collapse

Topics: systems operations information technology operation IT workforce enterprise modelling enterprise architecture

Methods: design science metamodel qualitative interview focus group structured literature research

ICT-related Behavior of Greek Banks in the Economic Crisis

2021 | Information Systems Management | Citations: 0

Authors: Loukis, Euripidis; Arvanitis, Spyros; Myrtidis, Dennis

Abstract: This article analyzes the ICT-related behavior of the five ‘system-relevant’ Gre ... Expand

Abstract: This article analyzes the ICT-related behavior of the five ‘system-relevant’ Greek banks in the first years 2010–2014 of the Greek economic crisis. We conclude that besides the standard immediate reaction to the crisis by reducing ICT-related expenses, the Greek banks in a later phase of the economic crisis proceeded to a substantial rationalization of their ICT processes/practices and improvement of their ICT capabilities, as well as the adaptation of their ICT plans to the crisis conditions. Collapse

Topics: IT planning information technology capability IT project information system use IS management

Methods: mixed method survey qualitative interview

Theories: theory of economic recessions theory of economic crises

Process reference frameworks as institutional arrangements for digital service innovation

2020 | International Journal of Information Management | Citations: 7

Authors: Iden, Jon; Eikebrokk, Tom Roar; Marrone, Mauricio

Abstract: Information systems (IS) service organizations are increasingly more concerned w ... Expand

Abstract: Information systems (IS) service organizations are increasingly more concerned with their ability to co-create digital services with customers in service ecosystems. Practitioners and researchers, however, lack understanding of which organization mechanisms effectively contribute to IS organizations’ innovation practices. Grounded in service-dominant logic, we hypothesized that process reference frameworks (PRFs), such as the IT Infrastructure Library (ITIL), act as institutional arrangements through their norms, rules, and practices, enhancing IS organizations’ ability to innovate digital services. Data collected from 159 IS organizations confirmed our hypotheses, showing that effects on digital service innovation are mediated by an organization’s digital service climate and co-creation practices. This study makes four major contributions. First, our results contribute to the literature on service-dominant logic and the role of institutional arrangements in facilitating service innovation in service ecosystems. Second, our study offers a novel understanding of PRFs’ role in value cocreation and digital service innovation. Third, by introducing the digital service climate from existing theoretical frameworks that might assist in conceptualizing the role of culture and shared meaning, our study contributes to further theorizing on the social factors that influence service ecosystem practices. Finally, our findings can motivate IT managers to consider using PRFs to develop capabilities for creating business value together with customers. Collapse

Topics: ITIL innovation management digital service business process innovation participatory design

Methods: design methodology survey statistical hypothesis test experiment theory development

Theories: service-dominant logic actor network theory

The Digital Twin – Birth of an Integrated System in the Digital Age

2020 | HICSS | Citations: 0

Authors: Wache, Hendrik; Dinter, Barbara

Abstract: Today we live in a time where new technologies are developing rapidly. Digitaliz ... Expand

Abstract: Today we live in a time where new technologies are developing rapidly. Digitalization and automation are finding their way into various industrial sectors, especially in the area of Industry 4.0. As in previous digitalization efforts in the manufacturing sector, it can be observed that the discourse is strongly concentrated on technological themes, neglecting the overall integration of technologies into the organization. In this paper, we conduct a literature review on the concept of a digital twin, i.e. a simulation-oriented closed loop system consisting of physical and digital components. We map the identified themes to the elements of a socio-technical system to show which issues in the discourse are underrepresented from a managerial point of view in order to provide indications for a more holistic discourse. Collapse

Topics: knowledge management data governance database system IT service management smart device

Methods: literature study simulation literature sample

Theories: socio technical theory work systems theory