This work is adressing major issues which occur during shakedown in a software implementation process.
Inhaltsverzeichnis (Table of Contents)
- 1. Purpose
- 2. Theoretical background
- 3. Approach
- 4. Data Collection
- 5. Results
- 6. Research Implications
Zielsetzung und Themenschwerpunkte (Objectives and Key Themes)
The objective of this research is to investigate whether an implemented ITIL framework (specifically, the incident and problem management processes within a service desk) can effectively address issues arising during the shakedown phase of a software implementation in German mid-sized companies. A quantitative research method, employing a standardized survey, is used to analyze this.
- Critical success factors in software implementation projects
- The role of ITIL frameworks in resolving software implementation issues
- The effectiveness of IT service management (ITSM) in the shakedown phase
- Quantitative research methodology in IT implementation studies
- Analysis of problems and restrictions during software launch projects
Zusammenfassung der Kapitel (Chapter Summaries)
1. Purpose: This chapter outlines the research goal: to determine if an implemented ITSM (including service desk, incident management, and problem management processes) can resolve critical success factors and problems during the shakedown phase of a software implementation in mid-sized companies. The chapter establishes two key research questions: identifying critical success factors/issues after implementation and assessing the effectiveness of the implemented ITIL framework in addressing them. It positions the research within existing literature on critical success factors in software and ERP implementations, highlighting the gap this research aims to fill. The quantitative research methodology is introduced as the chosen approach.
2. Theoretical background: This chapter provides a theoretical foundation for the study, drawing upon existing literature to describe the complexities of software implementation, likening it to "changing tires while driving." It emphasizes the involvement of multiple stakeholders and the numerous challenges encountered, such as adapting new processes, managing negative reactions, and maintaining daily operations. The chapter discusses the importance of user engagement and highlights the high risk of failure in complex implementations, proposing an ITIL framework as a potential solution. The four phases of technochange—chartering, project, shakedown, and benefit capture—are outlined, with the research focusing on the shakedown phase and its associated challenges of re-engineering and change management. The chapter introduces the ITIL framework, focusing on service operations, specifically incident and problem management processes, and their roles in handling user requests and resolving errors. The incident management and problem management processes within the ITIL framework are discussed in detail as key components of the research.
3. Approach: This chapter details the quantitative research methodology employed in the study. A standardized questionnaire with a 1-5 Likert scale is described as the primary data collection instrument. The chapter outlines the plan to analyze the data using regression analysis to determine if the responses are representative and to test hypotheses related to the effectiveness of the ITIL framework. The chapter also describes the selection of the "asking" method for data collection and the necessity of a minimum sample size of 500 participants. The use of surveymonkey.com as the online questionnaire platform is also mentioned. The chapter concludes by reiterating the research goal of determining if an ITIL framework can solve problems that emerge during the shakedown phase of an ERP implementation.
4. Data Collection: This chapter briefly outlines the data collection process, mentioning the contact of several German mid-sized companies and the use of an online questionnaire via surveymonkey.com to collect data. Specific numbers regarding the number of companies contacted and the response rate are omitted to preserve the integrity of the final results.
6. Research Implications: This chapter discusses the implications of the research findings. It suggests avenues for future research, including investigating the applicability of ITSM to other implementation contexts (e.g., new workspaces, team mergers) and its potential for optimizing change management approaches. The chapter also explores potential interdisciplinary research collaborations with psychologists or human resource managers to address user resistance to change. A key research implication highlighted is the extension of the ITSM model with a learning process, contributing new knowledge to the field of software implementation research in companies of various sizes.
Schlüsselwörter (Keywords)
ITIL framework, software implementation, shakedown phase, incident management, problem management, service desk, ITSM, quantitative research, critical success factors, ERP implementation, mid-sized companies, Germany, regression analysis, change management, user resistance.
Frequently Asked Questions: A Comprehensive Language Preview of ITIL Framework Effectiveness in Software Implementation
What is the main research objective of this study?
The study investigates whether an implemented ITIL framework (specifically, incident and problem management processes within a service desk) effectively addresses issues during the shakedown phase of software implementation in German mid-sized companies. It uses a quantitative research method with a standardized survey.
What are the key themes explored in this research?
Key themes include critical success factors in software implementation projects; the role of ITIL frameworks in resolving software implementation issues; the effectiveness of IT service management (ITSM) in the shakedown phase; quantitative research methodology in IT implementation studies; and analysis of problems and restrictions during software launch projects.
What methodology was used in this research?
The research employed a quantitative methodology using a standardized questionnaire with a 1-5 Likert scale. Data analysis involved regression analysis to determine representativeness and test hypotheses related to the ITIL framework's effectiveness. The "asking" method was used for data collection, aiming for a minimum sample size of 500 participants via surveymonkey.com.
What are the key chapters and their summaries?
Chapter 1 (Purpose): Outlines the research goal, establishes two key research questions, and positions the research within existing literature. Chapter 2 (Theoretical Background): Provides a theoretical foundation, discussing software implementation complexities, the ITIL framework (focusing on service operations, incident, and problem management), and the four phases of technochange. Chapter 3 (Approach): Details the quantitative research methodology, data collection instrument, and analysis plan. Chapter 4 (Data Collection): Briefly outlines the data collection process. Chapter 6 (Research Implications): Discusses implications of findings, suggesting avenues for future research and potential interdisciplinary collaborations.
What are the key findings (in general terms, as specific results are not provided in this preview)?
The preview does not provide specific findings but promises to analyze whether the implemented ITIL framework effectively resolves issues arising during the shakedown phase of software implementation in mid-sized German companies. The analysis will explore the relationship between the ITIL framework's implementation and success factors during this crucial phase.
What is the focus on within the ITIL framework?
The research focuses on the service operations aspects of the ITIL framework, specifically the incident and problem management processes and their roles in handling user requests and resolving errors during the shakedown phase of software implementation.
What type of companies were studied?
The study focuses on German mid-sized companies.
What is the shakedown phase, and why is it important?
The shakedown phase is one of the four phases of technochange (chartering, project, shakedown, and benefit capture). It's a critical period following software implementation characterized by re-engineering and change management challenges, making it a key focus of this research.
What are the keywords associated with this research?
ITIL framework, software implementation, shakedown phase, incident management, problem management, service desk, ITSM, quantitative research, critical success factors, ERP implementation, mid-sized companies, Germany, regression analysis, change management, user resistance.
- Quote paper
- Lars Büchner (Author), Mahei Manhai Li (Author), 2017, Solving of issues with an ITIL framework, which occur during the shakedown phase in a software implementation, Munich, GRIN Verlag, https://www.grin.com/document/411886
