Toward an Agile IT Service Management Framework
Published Online:27 Nov 2017https://doi.org/10.1287/serv.2017.0186
References
- (2008) Historical roots of agile methods: Where did “Agile Thinking” come from? Proc. 9th Internat. Conf. Agile Processes Software Engrg. Extreme Programming, Lecture Notes in Business Information Processing, Vol. 9 (Springer-Verlag, Berlin), 94–103.Crossref, Google Scholar
- (2009) “Lots done, more to do”: The current state of agile systems development research. Eur. J. Inform. Systems 18(4):281–284.Crossref, Google Scholar
- (2002) Agile Software Development Methods: Review and Analysis (VTT Publications, Finland).Google Scholar
- (2007) Effective IT Service Management (Springer, Berlin).Google Scholar
- (1989) Social identity theory and the organization. Acad. Management Rev. 14(1):20–39.Crossref, Google Scholar
- AXELOS (2009) Managing Successful Projects with PRINCE2 (Stationery Office, London).Google Scholar
- (2004) Extreme Programming Explained: Embrace Change, 2nd ed. (Addison-Wesley, Boston).Google Scholar
- (2001) Manifesto for Agile Software Development. Accessed May 9, 2016, http://www.agilemanifesto.org/.Google Scholar
- (2011) Architecture and Patterns for IT: Service Management, Resource Planning, and Governance (Elsevier, Boston).Google Scholar
- (2005) Service-Oriented Architecture (SOA) Compass: Business Value, Planning, and Enterprise Roadmap (Prentice Hall, Upper Saddle River, NJ).Google Scholar
- (1988) A spiral model of software development and enhancement. IEEE Comput. 21(5):61–72.Crossref, Google Scholar
- (2010) Cloud Computing: Principles and Paradigms. Wiley Series on Parallel and Distributed Computing, Vol. 87 (John Wiley & Sons, Hoboken, NJ).Google Scholar
- (2011) ITIL V3.0—Service Strategy, 2nd ed. (Stationery Office, London).Google Scholar
- (2004) Crystal Clear: A Human-Powered Methodology for Small Teams. Agile Software Development Series (Addison-Wesley Professional, Boston).Google Scholar
- (2006) Agile Software Development: The Cooperative Game, 2nd ed. (Addison-Wesley Professional, Boston).Google Scholar
- (2009) Agility from first principles: Reconstructing the concept of agility in information systems development. Inform. Systems Res. 20(3):329–354.Link, Google Scholar
- (2008) Service management in operations. Proc. 14th Americas Conf. Inform. Systems (Association for Information Systems, Toronto), 362.Google Scholar
- (2005) The impact of agile methods on software project management. Rozenblit J, O’Neill T, Peng J, eds. 12th IEEE Internat. Conf. Workshops Engrg. Comput.-Based Systems (Institute of Electrical and Electronics Engineers, Los Alamitos, CA), 363–370.Crossref, Google Scholar
- (2012) A decade of agile methodologies: Towards explaining agile software development. J. Systems Software 85(6):1213–1221.Crossref, Google Scholar
- (2008) Empirical studies of agile software development: A systematic review. Inform. Software Tech. 50(9–10):833–859.Crossref, Google Scholar
- (2007) SOA: Principles of Service Design (Prentice Hall, Boston).Google Scholar
- (2009) An overview of IT service management. Comm. ACM 52(5):124–127.Crossref, Google Scholar
- (2014) LeAgile management: An IT service management perspective. Dahlgaard-Park SM, Dahlgaard JJ, eds. Proc. 17th Quality Management Organ. Development Conf. (Lund University Library Press, Prague).Google Scholar
- (2012) Cloud computing and service oriented architecture. Internat. J. Recent Tech. Engrg. 1(1):137–139.Google Scholar
- (2001) Toward an Anthropological Theory of Value: The False Coin of Our Own Dreams (Palgrave Macmillan, New York).Crossref, Google Scholar
- (1993) Strategic alignment: Leveraging information technology for transforming organizations. IBM Systems J. 32(1):4–16.Crossref, Google Scholar
- (2005) Creating a dual-agility method: The value of method engineering. J. Database Management 16(4):1–24.Crossref, Google Scholar
- (2001) Agile software development: The business of innovation. IEEE Comput. 34(9):120–122.Crossref, Google Scholar
- (2011) ITIL V3.0—Service Design, 2nd ed. (Stationery Office, London).Google Scholar
- International Organization for Standards (2011) ISO/IEC 20000-1:2011: Information technology—Service management—Part 1: Service management system requirements. Accessed April 13, 2016, http://www.iso.org/iso/home/store/catalogue_tc/catalogue_detail.htm?csnumber=51986.Google Scholar
- ISACA (2012) COBIT 5—A business framework for the governance and management of enterprise IT. Report, Information Systems Audit and Control Association, Geneva.Google Scholar
- (2010) An approach to achieve IT agility by combining SOA with ITSM. Internat. J. Inform. Tech. Management 9(4):423–445.Google Scholar
- (2002) Back to basics: The benefits of PDCA. Quality Progress 35(5):120.Google Scholar
- (2003) Credibility challenged. Comput. World 37(20):22.Google Scholar
- (2010) Organizational Theory, Design, and Change, 5th ed. (Pearson, Upper Saddle River, NJ).Google Scholar
- (2014) Agile project management principles. Lecture Notes Software Engrg. 2(2):172–175.Crossref, Google Scholar
- (2006) Can ITIL contribute to IT/business alignment? An initial investigation. Wirtschaftsinformatik 48(5):340–348.Crossref, Google Scholar
- (2011) Towards a method for IT service management. Johannesson P, Krogstie J, Opdahl AL, eds. Proc. Fourth Working Conf. Practice of Enterprise Modeling (Springer, Heidelberg, Germany), 178–192.Crossref, Google Scholar
- (2002) The underlying theory of project management is obsolete. Proc. PMI Res. Conf. (Project Management Institute, Newtown Square, PA), 293–302.Google Scholar
- (2003a) Iterative and incremental development: A brief history. IEEE Comput. 36(6):47–56.Crossref, Google Scholar
- (2003b) Iterative and incremental software development: A brief history. IEEE Software 36(6):47–56.Google Scholar
- (2011) ITIL V3.0—Continual Service Improvement, 2nd ed (Stationery Office, London).Google Scholar
- (2011) Understanding the link between information technology capability and organizational agility: An empirical examination. MIS Quart. 35(4):931–954.Crossref, Google Scholar
- (1993) Transforming the enterprise: The alignment of business and information technology strategies. IBM Systems J. 32(1):198–221.Crossref, Google Scholar
- (1991) Rapid Application Development (Macmillan Publishing Company, Indianapolis).Google Scholar
- (2014) Agile! The Good, the Hype and the Ugly (Springer, Zurich).Google Scholar
- (1999) Leagility: Integrating the lean and agile manufacturing paradigms in the total supply chain. Internat. J. Production Econom. 62(1):107–118.Crossref, Google Scholar
- (2008) Web Services: Principles and Technology (Prentice Hall, Harlow, UK).Google Scholar
- (2003) Service-oriented computing. Comm. ACM 46(10):24–28.Crossref, Google Scholar
- (2010) Agile Product Management with Scrum: Creating Products That Customers Love, 1st ed. (Addison-Wesley Professional, Boston).Google Scholar
- Project Management Institute (2013) A Guide to the Project Management Body of Knowledge (PMBOK Guide), 5th ed. (Project Management Institute, Newtown Square, PA).Google Scholar
- (2011) ITIL V3.0—Service Transition, 2nd ed. (Stationery Office, London).Google Scholar
- (1996) Measuring the linkage between business and information technology objectives. MIS Quart. 20(1):55–81.Crossref, Google Scholar
- (1987) Managing the development of large software systems: Concepts and techniques. Proc. 9th Internat. Conf. Software Engrg. (ACM Press, Monterey, CA), 328–339.Google Scholar
- (2016) The definitive guide to Scrum: The rules of the game. Accessed May 2, 2016, http://www.scrumguides.org/docs/scrumguide/v2016/2016-Scrum-Guide-US.pdf.Google Scholar
- (2015) Information Technology Project Management, 5th ed. (Cengage Learning, Boston).Google Scholar
- Software Engineering Institute (2010) CMMI for services version 1.3. Technical report, Software Engineering Institute, Carnegie Mellon University, Pittsburgh.Google Scholar
- (2005) Service-oriented enterprise architecture. Stojanovic Z, Dahanayake A, eds. Service-Oriented Software System Engineering: Challenges and Practices (IGI Global, Hershey, PA), 132–154.Crossref, Google Scholar
- (2011) ITIL V3.0—Service Operation, 2nd ed. (Stationery Office, London).Google Scholar
- (2009) The Handbook of Project-Based Management, 3rd ed. (McGraw-Hill Professional, New York).Google Scholar
- (2004) Evolving to a new dominant logic for marketing. J. Marketing 68(1):1–17.Crossref, Google Scholar
- (2008) On value and value co-creation: A service systems and service logic perspective. Eur. Management J. 26(3):145–152.Crossref, Google Scholar
- (2017) An analysis of the agile theory and methods in the light of the principles of the value co-creation. Rozenes S, Cohen Y, eds. Handbook of Research on Strategic Alliances and Value Co-Creation in the Service Industry (IGI Global, Hershey, PA), 184–203.Crossref, Google Scholar
- (2014) Optima: A domain-specific model for prioritization and conflicts management in requirements engineering for services intermediaries. Service Oriented Comput. Appl. 8(2):175–190.Crossref, Google Scholar
- (2016) How can ITIL and agile project management coexist? An adaptation of the ITIL v.3 life cycle in order to integrate SCRUM. Borangiu T, Dragoicea M, Nóvoa H, eds. Proc. 7th Internat. Conf. Exploring Services Sci. Lecture Notes in Business Information Processing, Vol. 247 (Springer, Zurich), 327–342.Crossref, Google Scholar
- (2003) Conceptualising “value for the customer”: An attributional, structural and dispositional analysis. Acad. Marketing Sci. Rev. 7(9):1–42.Google Scholar
- (1999) Agile manufacturing: The drivers, concepts and attributes. Internat. J. Production Econom. 62(1):33–43.Crossref, Google Scholar
- (2010) Cloud computing: State-of-the-art and research challenges. J. Internet Services Appl. 1(1):7–18.Crossref, Google Scholar
- (2007) Services computing as the foundation of enterprise agility: Overview of recent advances and introduction to the special issue. Inform. Systems Frontiers 9(1):1–8.Crossref, Google Scholar

