Concept for implementation of cost effective Information Technology Service Management (ITSM) in organizations

The main contribution of this paper is the presentation of an artifact that supports cost effective implementation of ITSM in compliance to the issue raised by Cater-Steel et al. [2]. The findings of the conducted validation indicate the artifact´s fitness for purpose, i.e. the ability to provide required capabilities. As a result, the total cost of the resolution processes at the cooperation partner are lowered through improved access to a known errors database by 13 %. A use case validation was chosen since it allows direct involvement with ITSM processes in a practical context at the cooperation partner. The direct communication with domain experts and ITSM managers eased the identification of relevant issues for the research. However, the industry validation case is a single case study used for validation, whereas generalizable conclusions regarding the validity of the solution are to be drawn with caution. Instead, repeated application is required to provide more insights into the artifact´s behavior in its intended field of application. Still, the first results indicate the approach to be promising. Several aspects require further elaboration: The repeated application of the artifact in the domain of ITSM will allow further improvements. Specifically, experiences are to be gathered with teams that are less familiar with ITSM. We expect the results will provide further insights on how to improve the artifact concerning the requirements of domain experts.