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An Overlapless Incident Management Maturity Model for Multi-Framework Assessment (ITIL, COBIT, CMMI-SVC)
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Orientador(es)
Resumo(s)
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.
Descrição
Palavras-chave
IT framework, maturity model DSR incident management overlap ITIL COBIT CMMI
Contexto Educativo
Citação
Aguiar, J., Pereira, R., Vasconcelos, J. B., & Bianchi, I. (2018). An overlapless incident management maturity model for multi-framework assessment (ITIL, COBIT, CMMI-SVC). Interdisciplinary Journal of Infor- mation, Knowledge, and Management, 13, 137-163