An Overlapless Incident Management Maturity Model for Multi-Framework Assessment (ITIL, COBIT, CMMI-SVC)

• Autor(a) principal: Aguiar, João
• Data de Publicação: 2018
• Outros Autores: Pereira, Ruben, Braga Vasconcelos, José, Bianchi, Isaias
• Tipo de documento: Artigo
• Idioma: eng
• Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Texto Completo: http://hdl.handle.net/10400.5/28507
• topic: IT framework, maturity model; DSR; incident management; overlap; ITIL; COBIT; CMMI

Aim/Purpose: This research aims to develop an information technology (IT) maturity model for incident management (IM) process that merges the most known IT frame- works’ practices. Our proposal intends to help organizations overcome the cur- rent 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 use- ful. Plus, this research also reinforces the frameworks’ overlap issue and con- cludes 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 be- fore multi-framework implementation. Moreover, practitioners are also incentivized to communicate further requirements to academics regarding multi- framework assessment maturity models. Recommendations 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.