基于流程的环境领域IT服务管理模式设计与实现

随着环境领域电子政务建设重点逐渐从建设转向运营维护,传统由单个应用开发商或软硬件提供商分别提供运维服务的模式已经无法提供高质量的运维服务。以流程理念为基础,参考IT运维服务管理的国家推荐标准(GB/T 28827-2012)和ITIL认证等国际标准,结合湖北省环保部门管理实际,提出集中式服务台和事件管理、问题管理、变更管理、发布管理和配置管理等流程的设计与实现。对促进电子政务,特别是环保领域电子政务运营服务的规范化,进一步改善电子政务治理水平具有实践价值和理论意义。     

Implementation and impacts of IT Service Management in the IT function

In recent years, organizations have made significant IT investments, including digital transformation programs, with the aim of enhancing the quality and delivery of services, and creating greater value for stakeholders. However, deriving value from IT investments and digital transformation necessitates, among other factors, a solid mastery of the IT function. In light of this, IT Service Management (ITSM) has emerged as a crucial and widely implemented approach to managing an organization's IT function, with the goal of achieving both operational and strategic benefits. Yet, despite its wide adoption, this approach has been undertheorized by academics, and there is limited understanding of the impacts that ITSM can generate for organizations as well as the mechanisms through which these impacts are achieved. In order to address this problem, this paper performs a systematic literature review examining research published on ITSM between 2012 and 2021 in order to understand what has occurred rather than what could or should be expected. Based on the findings, the paper advances that ITSM should be considered a Management Control System that includes a variety of control practices to achieve greater performance, transparency, and customer-focus within the IT function. It is also argued that these outcomes in turn increase client satisfaction and business/IT alignment. A model of the organizational impacts of ITSM is developed and ITSM is suggested as a subject for further, richer research into IS controls.     

Implementing an IT service information management framework: The case of COTEMAR

It is evident that organizations are demanding more efficient information management technologies in order to offer high quality services for both internal and external clients. Firms pursue the implementation of processes aligned to their strategic and operational objectives and, to achieve these goals, they usually introduce various frameworks and approaches to information technology service management, such as Information Technology Infrastructure Library (ITIL) or Control Objectives for Information and Related Technologies (COBIT). However, once incorporated, it is essential to have mechanisms that guarantee performance efficiency. One of such mechanism is the Service Management Office (SMO). The case analysis presented here describes the lessons learned from its implementation in COTEMAR. The results provide useful insights for firms interested in integrating SMO within IT service management practices.     

Information management: A challenge for business education

The paper argues that too much of the focus of attempts to integrate IT into the business curriculum has been on either the acquisition of IT skills or on attempts to use IT to support the teaching process. Whilst accepting that these are necessary developments, it is argued that more attention needs to be placed on the meaning of information. This argument is developed through a review of the potential impacts of IT on the role of the manager. From this review it is argued that more emphasis is needed on embedding information management in the curriculum and that a fundamental underpinning for this is the notion of information literacy. A number of areas for further research and development are outlined.     

制造企业IT资源-IT能力对工艺创新的驱动研究

基于资源基础观,通过对IT资源、IT能力与工艺创新关系的文献回顾,构建了IT资源-IT能力对工艺创新的驱动模型,并提出了制造企业IT资源-IT能力驱动工艺创新的三个假设,最后选择我国216家制造企业为研究对象,对所提假设运用结构方程模型进行拟合.研究结果表明,制造企业IT有形资源-IT能力、IT人力资源-IT能力和IT无形资源-IT能力均促进了工艺创新的产生,进而从实证角度验证了信息化对工艺创新的驱动作用.     

中国企业IT治理机制的实证研究

IT治理机制是企业IT治理的重要内容,有效的IT治理机制促进了业务与IT协同,从而实现了IT价值。在文献回顾基础上,提出中国企业的IT治理机制"结构—流程—关系"三要素模型。通过案例研究确认了中国企业16个IT治理机制。通过大样本问卷调研,对上述IT治理机制的有效性和实施难易程度进行了实证研究,并与西方企业进行了对比分析。     

An investigation into turn-away among information technology professionals in Brazil

Two important problems have been observed fairly frequently among information technology (IT) professionals, namely turn-over – where the IT professional moves to another company but still remains in the IT sector – and turn-away, in which the IT professional abandons the area in order to occupy a position in a different area, either in the same company or in another, sometimes assuming a managerial function. Few research papers were found with respect to the latter phenomenon. Based on that, the main thrust of this work is to understand how and why IT professionals in Brazil abandon their area, identifying typical characteristics in their career transition. Thus, from a literature review about career development and the analysis of the data collected, eight research hypotheses were developed in order to be analyzed by the researchers. A multiple case study method with several units of analysis was applied in two large companies in Brazil. In-depth interviews were conducted with IT professionals who had migrated to other areas within their organizations, they being considered the unit of analysis. The results accrued from this research reveal that IT professionals in Brazil need to have more growth opportunities than either their companies have been able to offer them or it is possible to offer within the technical arena.     

eGovernment Document Management System: A case analysis of risk and reward

United Kingdom Local Authorities (UKLA) have the responsibility for delivering a wide range of services to the general public which include a number of significant problems in many delivery areas. The information technology (IT) field is arguably one of the most challenging. Consequently, a senior executive issue within UKLA is transforming organisations through the deployment of IT. This is due to the call from the UK National Government for the public sector to be more innovative. This paper investigates via a case analysis, the rationale for the implementation of an organisational-wide, corporate electronic document management system (EDMS). There is a paucity in the literature, which this research aims to help address. This paper analyses how the EDMS was deployed and how the case organisation was transformed and the findings are mapped against the normative literature.     

Process reference frameworks as institutional arrangements for digital service innovation

Information systems (IS) service organizations are increasingly more concerned with their ability to co-create digital services with customers in service ecosystems. Practitioners and researchers, however, lack understanding of which organization mechanisms effectively contribute to IS organizations’ innovation practices. Grounded in service-dominant logic, we hypothesized that process reference frameworks (PRFs), such as the IT Infrastructure Library (ITIL), act as institutional arrangements through their norms, rules, and practices, enhancing IS organizations’ ability to innovate digital services. Data collected from 159 IS organizations confirmed our hypotheses, showing that effects on digital service innovation are mediated by an organization’s digital service climate and co-creation practices. This study makes four major contributions. First, our results contribute to the literature on service-dominant logic and the role of institutional arrangements in facilitating service innovation in service ecosystems. Second, our study offers a novel understanding of PRFs’ role in value co-creation and digital service innovation. Third, by introducing the digital service climate from existing theoretical frameworks that might assist in conceptualizing the role of culture and shared meaning, our study contributes to further theorizing on the social factors that influence service ecosystem practices. Finally, our findings can motivate IT managers to consider using PRFs to develop capabilities for creating business value together with customers.     

信息技术赋能创业:IT 能力对创业绩效的影响

大数据、人工智能等新一代信息技术正不断渗透和改变着创业行为和结果,为新创企业发展带来机遇与挑战。目前,企业的信息技术能力对创业活动的影响研究仍处于探索阶段。本文基于创业机会理论与资源依赖理论,考察IT能力对创业绩效的影响机制,探讨创业机会识别与开发的中介作用以及数字化业务强度的调节作用。实证分析发现：IT设施运用能力、IT业务跨越能力和IT前瞻性立场等三种IT能力均有助于提升创业绩效;创业机会识别与开发在3种IT能力与创业绩效间扮演中介角色;数字化业务强度在IT能力和创业机会识别与开发间发挥正向调节作用,并进一步调节创业机会识别与开发在3种IT能力与创业绩效间的中介作用,即：数字化业务强度越高,创业机会识别与开发的中介效应越显著。本研究丰富了信息技术赋能创业的研究内容,有助于推进信息技术在创业理论与实践中的运用。     

信息技术投资与组织绩效关系的实证研究——来自我国IT类上市公司的证据

信息技术投资与组织绩效的关系一直是学者和业界关注的热点问题,我国相关的实证研究很少且结论不一致。该研究以信息技术类上市公司为研究对象,对不同类型的信息技术投资与组织绩效的关系进行了实证研究。研究结果表明,在该行业上市公司中,信息技术投资与组织绩效呈负相关关系;硬件投资存在时滞,短期内硬件投资对绩效有负面影响,2年后对绩效有正向影响;软件投资在短期内对绩效影响并不显著,2年后对组织绩效的负面影响突现出来;信息技术存量资产对组织绩效的有显著影响,但当年新增的信息技术投资对组织绩效的影响并不显著。     

组织学习能力及信息技术能力对中小企业业绩的影响分析

首先在简要回顾理论界对组织学习、信息技术(IT)能力、经营业绩三者所作研究的基础上,设定IT能力是组织学习和经营业绩之间的中间变量,并提出两个假设;然后以四川省61家中小企业为研究样本,对上述两类假设进行论证,以分析组织学习及IT技术能力对中小规模企业业绩的影响。     

IT能力和竞争行动对企业竞争优势的影响

IT能否为企业带来竞争优势成了最近二十年学者们争论的主题之一，本文的主要目的就是从资源理论角度建立企业的IT能力与持续竞争优势之间的理论联系。理论分析表明，IT与其他组织资源相互融合产生的企业IT能力与持续竞争优势之间存在正相关关系，而竞争行动使这种关系的中介变量。组织学习作为一种动态能力缓冲了企业IT能力和竞争行动之间的正相关关系。本文最后讨论了本研究的意义和后续工作展望。     

The case of EAI facilitating knowledge management integration in local government domain

Information Technology (IT) infrastructure integration and knowledge management (KM) share communal objectives e.g. to transform organisations into more effective and efficient, agile and innovative, and more responsive to market changes. Such an association when assimilates bona fide knowledge management philosophy, it offers the IT departments a headship opportunity for organisational transformation in correlation with the rest of the organisation. Despite more than a decade of active research and practice in this complex problem area, advocates still perceive that Local Government Authorities (LGAs) lack integrated IT infrastructures that have resulted in the generation of data inconsistencies and redundancies, inefficient knowledge exchange and reduction in service quality and delivery. In the recent years, several LGAs have implemented Enterprise Application Integration (EAI) solutions to integrate their IT infrastructure. However, on analysing the relevant research studies, it is noticeable that application of EAI has been practiced at a larger scale in the private domain but to limited scale in the public domain. The shortage of such research studies presents a knowledge gap that needs to be endorsed. This research adapts a Revised Model for Integration Layers (REAL). By adapting to this model, it is exemplified that EAI achieves integration at five layers namely: connectivity, transportation, transformation, process integration and knowledge integration. The methodology for validating this model included a qualitative analysis of data gathered from formal interviews, observations and archive documents guided by initial conceptual observations from the literature. The findings indicate that cases leading to data inconsistencies and replication can be prevented by integrating knowledge through EAI.     

Business-IT Alignment: A practical research approach

The purpose of this study is to empirically investigate the impact of Business-Information Technology Alignment, or BIA, on organizations and to revisit the BIA antecedents by using data from hotel sector of the service industry.The research model was developed based on the literature and inputs from the hotel industry and IT experts, using the Structural Equation Modeling (SEM) technique in data analysis, and data from phone interviews that were conducted with both business and IT personnel from 3 to 5 star hotels in Thailand.We found that Business-IT Alignment does have a positive relationship with organizational performance. Shared domain knowledge was found to have the highest relationship with Business-IT Alignment while IT management sophistication had the least impact, but in a negative direction, while organizational size was found to be a moderator. Other BIA antecedents were effective communication, IT operational and implementation success, and planning sophistication.This study developed a model that integrates the alignment between the strategic and operational levels which offers a holistic view of BIA, different from previous studies that considered only one or the other level. Secondly, we cross verify the antecedents from the literature and actual practice by interviewing experts in the industry. Finally, we revisited measurements and relationships among the constructs so that the model is up-to-date and applicable to the current business environment.     

Web knowledge sharing and its effect on innovation: an empirical investigation in SMEs

This paper extends previous studies on knowledge management by analysing factors affecting Web Knowledge Sharing (WKS) in small- and medium-sized enterprises (SMEs). In addition, the impact of WKS on organizational innovation and the moderating effect of IT skills on this relation are analysed. Grounded in the technology-organization-environment (TOE) theory and the resource-based view (RBV), this paper develops an integrative research model, which analyses these relations using structural equation modelling on a data set of 535 Spanish SMEs. Results suggest that technological and organizational factors – IT expertise and commitment-based human resources practices – positively influence WKS, while the contrary is found for environmental factors (customer power). In addition, results show that WKS contributes positively to organizational innovation, though support for the moderating effect of IT skills in this relation is not found. The main conclusions of this research can be valuable to SMEs that use or intend to use Internet technologies for knowledge management.     

吸收能力在信息技术领域的研究述评

吸收能力早已用于IT治理,IT创新,IT商业价值等方面的研究,但是信息技术领域吸收能力的概念、分析层面、测量的研究结论不一,甚至存在矛盾。文章阐明信息技术领域吸收能力概念起源,从资源观和动态能力观视角分析现有研究,探讨IT知识、IT吸收、知识转移、IT商业价值四个研究主题,最后对未来研究进行展望。     

Managing large-scale IS/IT projects in the public sector: Problems and causes leading to poor performance

With a large scope and high degree of complexity, managing large-scale projects is a challenge to project managers. The challenge is even greater when it comes to public sector projects due to the involvement of many stakeholders and the need to manage various relationships. For these reasons, many projects ended up with poor performance. Research has shown that success in managing large-scale projects requires a great deal of coordination and collaboration which can be done through established processes, strong teams, and involvement of stakeholders. Even though these processes and approaches are known, effectively implementing them is very difficult. The objective of this study is to investigate the management of selected large-scale IS/IT projects in the public sector in order to identify common problems and causes leading to poor performance. Fourteen projects from the US, UK, and Australia were studied, making this research among the few studies to investigate large-scale IS/IT projects in the public sector from different countries. The research results indicate common problems related to system design and implementation, project management and governance, and contract management. Theoretical contributions and implications for practitioners are also discussed.     

Context matters: A review of the determinant factors in the decision to adopt cloud computing in healthcare

Cloud computing is an IT service paradigm that can, if used meaningfully, enhance traditional health IT approaches and offer major benefits to the healthcare industry. However, its adoption by healthcare organizations has been accompanied by diverse challenges that could impede its meaningful use. Decisions about its adoption should be made after serious consideration of relevant industry-specific factors. Whereas the literature has focused on cloud computing adoption in general, the industrial specificities that influence the decision to adopt cloud computing in the healthcare context have yet to be systematically addressed. We reviewed empirical studies on both information systems and medical informatics to investigate the determinant factors of the cloud computing adoption decision in healthcare organizations and the industrial specificities of those factors. Based on the results of our review, we proposed a conceptual framework of cloud computing adoption studies in healthcare and made seven recommendations for related future research. Our research contributes to the theory by providing a comprehensive list of industry-specific factors that influence cloud computing adoption decisions in healthcare and explains their specificities for the healthcare industry. For practitioners, the identified factors serve as a checklist that informs healthcare organizations’ decision making regarding cloud computing adoption.