This work is adressing major issues which occur during shakedown in a software implementation process.
Table of Contents
1. Purpose
2. Theoretical background
3. Approach
4. Data Collection
5. Results
6. Research Implications
7. Practical implications
8. Discussion
9. Limitations
10. Conclusion
Research Objectives and Topics
The primary research objective is to investigate whether an implemented ITIL framework—specifically encompassing incident and problem management processes—can effectively mitigate critical success factors and operational issues encountered during the shakedown phase of software implementation projects in mid-sized German enterprises.
- Analysis of critical success factors during the software shakedown phase.
- Evaluation of ITIL Service Operation processes for incident and problem management.
- Methodology design using quantitative survey research and regression analysis.
- Identification of practical implications for improving software launch project management.
- Exploration of the intersection between organizational behavior and IT service management.
Excerpt from the Book
2. Theoretical background
Referring to (Markus M. L., 2004) implementing new software in a business company is almost like changing tires while a car is driving. Referring to (Häkkinen & Hilmola, 2007) a software implementation is a very complex project in which different stakeholders are included. Also a lot of issues must have taken into account. These issues can be e.g. that new procedures are not operating as expected (Markus M. L., 2004). Restoring business performances, which dropped during the software implementation is one major activity of the shakedown phase. This involves process problems, the managing of negative reactions and maintaining daily and normal operations (Ward, Hemingway, & Daniel, 2005; Markus & Tanis, 2000). As a new implemented software, no incident reports and just a few reported bugs are present (Peters & Li , 2016). To challenge these occurring problems one key activity can be referring to (Peters & Li , 2016) engaging users of the existing company. As well as the risk that a complex software implementation is failing is very high an integrated framework can solve these problems.
Summary of Chapters
1. Purpose: Defines the research goal of creating a model to test if ITIL frameworks solve problems occurring during the shakedown phase of software implementation.
2. Theoretical background: Explores the complexities of software implementation and defines the shakedown phase, highlighting ITIL as a potential framework for managing operational issues.
3. Approach: Describes the use of a quantitative research method, specifically a standardized questionnaire to test hypotheses through regression analysis.
4. Data Collection: Outlines the process of gathering data from mid-sized companies in Germany using an online survey tool.
5. Results: Specifies the expectation that a linear regression analysis will demonstrate the positive impact of an implemented ITIL framework.
6. Research Implications: Discusses the potential to expand ITSM knowledge and its application in other areas such as psychology and organizational change management.
7. Practical implications: Emphasizes how identified critical issues can be monitored via KPIs to benefit both business performance and science.
8. Discussion: Evaluates the choice of a quantitative approach versus potential qualitative methods like expert interviews.
9. Limitations: Addresses constraints regarding sample size and the specific regional focus of the survey.
10. Conclusion: Summarizes how ITIL contributes to optimizing communication and reducing long-term service costs in software implementation projects.
Keywords
ITIL, Shakedown Phase, Software Implementation, ITSM, Incident Management, Problem Management, Quantitative Research, Critical Success Factors, ERP, Service Operation, Business Performance, Project Management, User Engagement, Questionnaire, Middle-sized companies.
Frequently Asked Questions
What is the core focus of this research paper?
The research focuses on the "shakedown phase" of software implementations and examines whether ITIL-based service management processes can successfully mitigate the operational problems that typically arise during this period.
What are the primary thematic areas addressed?
The paper covers the ITIL service operation category, specifically incident and problem management, the technochange lifecycle, and the management of critical success factors in software projects.
What is the central research question?
The main question is whether an implemented ITIL framework, consisting of Service Desk, incident management, and problem management, can effectively solve or defuse critical success factors encountered after a software launch.
Which scientific methodology is utilized?
The author uses a quantitative research approach, specifically a standardized questionnaire to collect data, which is then analyzed using statistical methods like linear regression.
What topics are discussed in the main body?
The main body covers the theoretical background of software implementations, the specific role of the shakedown phase, the definition of ITIL service operation processes, and the methodological approach for testing these concepts.
Which keywords characterize this research?
Key terms include ITIL, shakedown phase, software implementation, ITSM, incident management, problem management, and quantitative research.
How does the author define the "shakedown phase"?
The author defines it as the third phase of the technochange lifecycle, where the system is operational, and the organization works to troubleshoot issues, restore business performance, and stabilize daily operations.
Why did the author choose a quantitative approach over a qualitative one?
The author chose a quantitative approach because it allows for a broader view by involving a larger number of participants, which is considered important for understanding software releases, whereas qualitative methods are seen as lacking standardized procedures.
What is the significance of the "Service Operation" category in this context?
It is the most relevant ITIL category for this research because it deals with the daily operations of an IT department, including handling user requests and discovering errors during the post-implementation stabilization period.
- Arbeit zitieren
- Lars Büchner (Autor:in), Mahei Manhai Li (Autor:in), 2017, Solving of issues with an ITIL framework, which occur during the shakedown phase in a software implementation, München, GRIN Verlag, https://www.hausarbeiten.de/document/411886
