An overlapless incident management maturity model for multi-framework assessment (ITIL, COBIT, CMMI-SVC)

Detalhes bibliográficos
Autor(a) principal: Aguiar, J.
Data de Publicação: 2018
Outros Autores: Pereira, R., Vasconcelos, J. B., Bianchi, I.
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10071/16390
Resumo: Aim/Purpose: This research aims to develop an information technology (IT) maturity model for incident management (IM) process that merges the most known IT frameworks’ practices. Our proposal intends to help organizations overcome the current limitations of multiframework implementation by informing organizations about frameworks’ overlap before their implementation. Background: By previously identifying frameworks’ overlaps it will assist organizations during the multi-framework implementation in order to save resources (human and/or financial). Methodology: The research methodology used is design science research (DSR). Plus, the authors applied semi-structured interviews in seven different organizations to demonstrate and evaluate the proposal. Contribution: This research adds a new and innovative artefact to the body of knowledge. Findings: The proposed maturity model is seen by the practitioners as complete and useful. Plus, this research also reinforces the frameworks’ overlap issue and concludes that some organizations are unaware of their actual IM maturity level; some organizations are unaware that they have implemented practices of other frameworks besides the one that was officially adopted. Recommendations for Practitioners: Practitioners may use this maturity model to assess their IM maturity level before multi-framework implementation. Moreover, practitioners are also incentivized to communicate further requirements to academics regarding multi-framework assessment maturity models. Recommendation for Researchers: Researchers may explore and develop multi-frameworks maturity models for the remaining processes of the main IT frameworks. Impact on Society: This research findings and outcomes are a step forward in the development of a unique overlapless maturity model covering the most known IT frameworks in the market thus helping organizations dealing with the increasing frameworks’ complexity and overlap. Future Research: Overlapless maturity models for the remaining IT framework processes should be explored.
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spelling An overlapless incident management maturity model for multi-framework assessment (ITIL, COBIT, CMMI-SVC)IT frameworkMaturity modelDSRIncident managementOverlapITILCOBITCMMIAim/Purpose: This research aims to develop an information technology (IT) maturity model for incident management (IM) process that merges the most known IT frameworks’ practices. Our proposal intends to help organizations overcome the current limitations of multiframework implementation by informing organizations about frameworks’ overlap before their implementation. Background: By previously identifying frameworks’ overlaps it will assist organizations during the multi-framework implementation in order to save resources (human and/or financial). Methodology: The research methodology used is design science research (DSR). Plus, the authors applied semi-structured interviews in seven different organizations to demonstrate and evaluate the proposal. Contribution: This research adds a new and innovative artefact to the body of knowledge. Findings: The proposed maturity model is seen by the practitioners as complete and useful. Plus, this research also reinforces the frameworks’ overlap issue and concludes that some organizations are unaware of their actual IM maturity level; some organizations are unaware that they have implemented practices of other frameworks besides the one that was officially adopted. Recommendations for Practitioners: Practitioners may use this maturity model to assess their IM maturity level before multi-framework implementation. Moreover, practitioners are also incentivized to communicate further requirements to academics regarding multi-framework assessment maturity models. Recommendation for Researchers: Researchers may explore and develop multi-frameworks maturity models for the remaining processes of the main IT frameworks. Impact on Society: This research findings and outcomes are a step forward in the development of a unique overlapless maturity model covering the most known IT frameworks in the market thus helping organizations dealing with the increasing frameworks’ complexity and overlap. Future Research: Overlapless maturity models for the remaining IT framework processes should be explored.Informing Science Institute2018-07-16T10:35:50Z2018-01-01T00:00:00Z20182019-03-20T15:24:20Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10071/16390eng1555-122910.28945/4083Aguiar, J.Pereira, R.Vasconcelos, J. B.Bianchi, I.info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-11-09T17:40:43Zoai:repositorio.iscte-iul.pt:10071/16390Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T22:18:51.879686Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv An overlapless incident management maturity model for multi-framework assessment (ITIL, COBIT, CMMI-SVC)
title An overlapless incident management maturity model for multi-framework assessment (ITIL, COBIT, CMMI-SVC)
spellingShingle An overlapless incident management maturity model for multi-framework assessment (ITIL, COBIT, CMMI-SVC)
Aguiar, J.
IT framework
Maturity model
DSR
Incident management
Overlap
ITIL
COBIT
CMMI
title_short An overlapless incident management maturity model for multi-framework assessment (ITIL, COBIT, CMMI-SVC)
title_full An overlapless incident management maturity model for multi-framework assessment (ITIL, COBIT, CMMI-SVC)
title_fullStr An overlapless incident management maturity model for multi-framework assessment (ITIL, COBIT, CMMI-SVC)
title_full_unstemmed An overlapless incident management maturity model for multi-framework assessment (ITIL, COBIT, CMMI-SVC)
title_sort An overlapless incident management maturity model for multi-framework assessment (ITIL, COBIT, CMMI-SVC)
author Aguiar, J.
author_facet Aguiar, J.
Pereira, R.
Vasconcelos, J. B.
Bianchi, I.
author_role author
author2 Pereira, R.
Vasconcelos, J. B.
Bianchi, I.
author2_role author
author
author
dc.contributor.author.fl_str_mv Aguiar, J.
Pereira, R.
Vasconcelos, J. B.
Bianchi, I.
dc.subject.por.fl_str_mv IT framework
Maturity model
DSR
Incident management
Overlap
ITIL
COBIT
CMMI
topic IT framework
Maturity model
DSR
Incident management
Overlap
ITIL
COBIT
CMMI
description Aim/Purpose: This research aims to develop an information technology (IT) maturity model for incident management (IM) process that merges the most known IT frameworks’ practices. Our proposal intends to help organizations overcome the current limitations of multiframework implementation by informing organizations about frameworks’ overlap before their implementation. Background: By previously identifying frameworks’ overlaps it will assist organizations during the multi-framework implementation in order to save resources (human and/or financial). Methodology: The research methodology used is design science research (DSR). Plus, the authors applied semi-structured interviews in seven different organizations to demonstrate and evaluate the proposal. Contribution: This research adds a new and innovative artefact to the body of knowledge. Findings: The proposed maturity model is seen by the practitioners as complete and useful. Plus, this research also reinforces the frameworks’ overlap issue and concludes that some organizations are unaware of their actual IM maturity level; some organizations are unaware that they have implemented practices of other frameworks besides the one that was officially adopted. Recommendations for Practitioners: Practitioners may use this maturity model to assess their IM maturity level before multi-framework implementation. Moreover, practitioners are also incentivized to communicate further requirements to academics regarding multi-framework assessment maturity models. Recommendation for Researchers: Researchers may explore and develop multi-frameworks maturity models for the remaining processes of the main IT frameworks. Impact on Society: This research findings and outcomes are a step forward in the development of a unique overlapless maturity model covering the most known IT frameworks in the market thus helping organizations dealing with the increasing frameworks’ complexity and overlap. Future Research: Overlapless maturity models for the remaining IT framework processes should be explored.
publishDate 2018
dc.date.none.fl_str_mv 2018-07-16T10:35:50Z
2018-01-01T00:00:00Z
2018
2019-03-20T15:24:20Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10071/16390
url http://hdl.handle.net/10071/16390
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv 1555-1229
10.28945/4083
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dc.publisher.none.fl_str_mv Informing Science Institute
publisher.none.fl_str_mv Informing Science Institute
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
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