The culture of ITIL: Values and implementation challenges

References

• Aaen, I. (2003). Software process improvement: Blueprints versus recipes. IEEE Software, 20(5), 86–93. doi:10.1109/MS.2003.1231159
   Web of Science ®Google Scholar
• Allison, I., & Merali, Y. (2007). Software process improvement as emergent change: A structurational analysis. Information and Software Technology, 49(6), 668–681. doi:10.1016/j.infsof.2007.02.003
   Web of Science ®Google Scholar
• Boehm, B. (2000). Unifying software engineering and systems engineering. IEEE Computer, 33(3), 114–116. doi:10.1109/2.825714
   Google Scholar
• Cameron, K., & Quinn, R. (2006). Diagnosing and changing organizational culture: Based on the competing values framework. San Francisco, CA: Jossey-Bass.
   Google Scholar
• D’Aveni, R. (1998). Waking up to the new era of hypercompetition. The Washington Quarterly, 21(1), 183–195. doi:10.1080/01636609809550302
   Web of Science ®Google Scholar
• Dangle, K., Larsen, P., Shaw, M., & Zelkowitz, M. (2005). Software process improvement in small organizations: A case study. IEEE Software, 22(6), 68–75. doi:10.1109/MS.2005.162
   Web of Science ®Google Scholar
• Denison, D., & Mishra, A. (1995). Toward a theory of organizational culture and effectiveness. Organization Science, 6(2), 204–223. doi:10.1287/orsc.6.2.204
   Web of Science ®Google Scholar
• Detert, J., & Schroeder, R. (2000). A framework for linking culture and improvement initiatives in organizations. Academy of Management Review, 25(4), 850–863.
   Web of Science ®Google Scholar
• Dion, R. (1993). Process lmprovement and the corporate balance sheet. IEEE Software, 10(4), 28–35. doi:10.1109/52.219618
   Web of Science ®Google Scholar
• Dubé, L. (1998). Teams in packaged software development: The software corp. experience. Information Technology & People, 11(1), 36–61.
   Google Scholar
• Dubé, L., & Robey, D. (1999). Software stories: Three cultural perspectives on the organizational practices of software development. Accounting, Management and Information Technologies, 9(4), 223–259. doi:10.1016/S0959-8022(99)00010-7
   Google Scholar
• Dybå, T. (2005). An empirical investigation of the key factors for success in software process improvement. IEEE Transactions on Software Engineering, 31(5), 410–424. doi:10.1109/TSE.2005.53
   Web of Science ®Google Scholar
• Eikebrokk, T., & Iden, J. (2016). Enabling a culture for IT services; the role of the IT infrastructure library. International Journal of Information Technology and Management, 15(1), 14–40. doi:10.1504/IJITM.2016.073911
   Google Scholar
• Fitzgerald, B., & O’kane, T. (1999). A longitudinal study of software process improvement. IEEE Software, 16(3), 37–45. doi:10.1109/52.765785
   Web of Science ®Google Scholar
• Frederiksen, H., & Rose, J. (2003). The social construction of the software operation. Scandinavian Journal of Information Systems, 15(1), 23–37.
   Google Scholar
• Hofstede, G., Neuijen, B., Ohayv, D., & Sanders, G. (1990). Measuring organizational cultures: A qualitative and quantitative study across twenty cases. Administrative Science Quarterly, 35, 286–316. doi:10.2307/2393392
   Web of Science ®Google Scholar
• Hong, Y., Liao, H., Hu, J., & Jiang, K. (2013). Missing link in the service profit chain: A meta-analytic review of the antecedents, consequences, and moderators of service climate. Journal of Applied Psychology, 98(2), 237–267. doi:10.1037/a0031666
   PubMed Web of Science ®Google Scholar
• Howard, L. (1998). Validating the competing values model as a representation of organizational cultures. International Journal of Organizational Analysis, 6(3), 231–250. doi:10.1108/eb028886
   Google Scholar
• Iden, J. (2009). Implementing IT service management: Lessons learned from a university IT department. In A. Cater-Steel (Ed.), Information technology governance and service management: frameworks and adaptations (pp. 495). Hershey, Pennsylvania: IGI Global.
   Google Scholar
• Iversen, J., Mathiassen, L., & Nielsen, P. (2004). Managing risk in software process improvement: An action research approach. MIS Quarterly, 28(3), 395–433. doi:10.2307/25148645
   Web of Science ®Google Scholar
• Kautz, K., Hansen, H., & Thaysen, K. (2001). Understanding and changing software organisations: An exploration of four perspectives on software process improvement. Scandinavian Journal of Information Systems, 13, 7–20.
   Google Scholar
• Kwan, P., & Walker, A. (2004). Validating the competing values model as a representation of organizational culture through inter-institutional comparisons. Organizational Analysis, 12(1), 21–37. doi:10.1108/eb028984
   Google Scholar
• Miles, M., Huberman, A., & Saldana, J. (2014). Qualitative data analysis: A methods sourcebook. Thousand Oaks, California: SAGE Publications.
   Google Scholar
• Müller, S., Kræmmergaard, P., & Mathiassen, L. (2009). Managing cultural variation in software process improvement: A comparison of methods for subculture assessment. IEEE Transactions on Engineering Management, 56(4), 584–599. doi:10.1109/TEM.2009.2013829
   Web of Science ®Google Scholar
• Müller, S., & Nielsen, P. (2013). Competing values in software process improvement: A study of cultural profiles. Information Technology & People, 26(2), 146–171. doi:10.1108/ITP-03-2013-0052
   Web of Science ®Google Scholar
• Müller, S., & Ulrich, F. (2015). The competing values of hackers: The culture profile that spawned the computer revolution. The 48th Hawaii International Conference on System Sciences (HICSS). (pp. 3434–3443). Kauai, HI.
   Google Scholar
• Müller, S., Ulrich, F., & Nielsen, P. (2014). When process is getting in the way of creativity and innovation. The 47th Annual Hawaii International Conference on System Sciences (HICSS). (pp. 221–229). Big Island, HI.
   Google Scholar
• Ngwenyama, O., & Nielsen, P. (2003). Competing values in software process improvement: An assumption analysis of CMM from an organizational culture perspective. IEEE Transactions on Engineering Management, 50(1), 100–112. doi:10.1109/TEM.2002.808267
   Web of Science ®Google Scholar
• Niazi, M., Wilson, D., & Zowghi, D. (2006). Critical success factors for software process improvement implementation: An empirical study. Software Process: Improvement and Practice, 11(2), 193–211. doi:10.1002/(ISSN)1099-1670
   Google Scholar
• Nicho, M., & Mourad, A. (2012). Success factors for integrated ITIL deployment: An IT governance classification. Journal of Information Technology Case and Application Research, 14(1), 25–54. doi:10.1080/15228053.2012.10845694
   Google Scholar
• Nielsen, P., & Nørbjerg, J. (2001). Assessing software processes: Low maturity or sensible practice. Scandinavian Journal of Information Systems, 13, 23–36.
   Google Scholar
• O’Reilly, C., Chatman, J., & Caldwell, D. (1991). People and organizational culture: A profile comparison approach to assessing person-environment fit. Academy of Management Journal, 34(3), 487–516. doi:10.2307/256404
   Web of Science ®Google Scholar
• Office of Government Commerce. (2007). ITIL lifecycle publication suite books (Version 3). London, United Kingdom: The Stationery Office.
   Google Scholar
• Phongpaibul, M., & Boehm, B. (2005). Improving quality through software process improvement in Thailand: Initial analysis. ACM SIGSOFT Software Engineering Notes, 30(4), 1–6. doi:10.1145/1082983
   Google Scholar
• Pollard, C., & Cater-Steel, A. (2009). Justifications, strategies, and critical success factors in successful ITIL implementations in U.S. and Australian companies: An exploratory study. Information Systems Management, 26(2), 164–175. doi:10.1080/10580530902797540
   Web of Science ®Google Scholar
• Quinn, R., & McGrath, M. (1985). The transformation of organizational cultures: A competing values perspective. In P. Frost, L. Moore, M. Louis, C. Lundberg, & J. Martin (Eds.), Organizational culture (pp. 315–334). Beverly Hills, CA: Sage Publications.
   Google Scholar
• Quinn, R., & Rohrbaugh, J. (1981). A competing values approach to organizational effectiveness. Public Productivity Review, 5(2), 122–140. doi:10.2307/3380029
   Google Scholar
• Quinn, R., & Rohrbaugh, J. (1983). A spatial model of effectiveness criteria: Towards a competing values approach to organizational analysis. Management Science, 29(3), 363–377. doi:10.1287/mnsc.29.3.363
   Web of Science ®Google Scholar
• Rafaeli, A., & Worline, M. (2000). Symbols in organizational culture. In N. Ashkanasy, C. Wilderom, & M. Peterson (Eds.), Handbook of organizational culture & climate (pp. 71–84). Thousand Oaks, CA: Sage Publications.
   Google Scholar
• Rainer, A., & Hall, T. (2002). Key success factors for implementing software process improvement: A maturity-based analysis. Journal of Systems and Software, 62(2), 71–84. doi:10.1016/S0164-1212(01)00122-4
   Web of Science ®Google Scholar
• Rainer, A., & Hall, T. (2003). A quantitative and qualitative analysis of factors affecting software processes. The Journal of Systems and Software, 66(1), 7–21. doi:10.1016/S0164-1212(02)00059-6
   Web of Science ®Google Scholar
• Schein, E. (1991). What is culture? In P. Frost, L. Moore, M. Louis, C. Lundberg, & J. Martin (Eds.), Reframing organizational culture (pp. 243–253). Newbury Park, CA: Sage Publications.
   Google Scholar
• Schein, E. (2004). Organizational culture and leadership. San Francisco, CA: Jossey-Bass.
   Google Scholar
• Schneider, K. (2002). What to expect from software experience exploitation. Journal of Universal Computer Science, 8(6), 570–580.
   Web of Science ®Google Scholar
• Siakas, K., & Georgiadou, E. (2002). Empirical measurement of the effects of cultural diversity on software quality management. Software Quality Journal, 10(2), 169–180. doi:10.1023/A:1020528024624
   Web of Science ®Google Scholar
• Stelzer, D., & Mellis, W. (1998). Success factors of organizational change in software process improvement. Software Process: Improvement and Practice, 4(4), 227–250. doi:10.1002/(ISSN)1099-1670
   Google Scholar
• Tan, W., Cater-Steel, A., & Toleman, M. (2009). Implementing IT service management: A case study focussing on critical success factors. Journal of Computer Information Systems, 50(2), 1–12.
   Web of Science ®Google Scholar
• Yamamura, G. (1999). Process improvement satisfies employees. IEEE Software, 16(5), 83–85. doi:10.1109/52.795105
   Web of Science ®Google Scholar
• Yu, T., & Wu, N. (2009). A review of study on the competing values framework. International Journal of Business and Management, 4(7), 37–42. doi:10.5539/ijbm.v4n7p37
   Google Scholar