Department of Management

Continual Process Improvement for ITIL Service Operations: A Lean Perspective

Research output: Contribution to journal/Conference contribution in journal/Contribution to newspaperJournal articleResearchpeer-review

  • Nikolaus Obwegeser
  • Daniel Tranberg Nielsen, NNIT, Denmark
  • Nicklas Munklinde Spandet, PricewaterhouseCoopers, Denmark
IT service management (ITSM) practitioners recognize the need for continuous improvement of IT services. Using a design science research approach, we develop a five – step process improvement framework for ITIL (Information Technology Infrastructure Library) service operations, based on the use of the Lean toolset. The proposed framework offers a structured approach for process improvement in practice and a basis for more systematic research.
Original languageEnglish
JournalInformation Systems Management
Volume36
Issue2
Pages (from-to)141-167
Number of pages27
ISSN1058-0530
DOIs
Publication statusPublished - 2019
Externally publishedYes

    Research areas

  • Information technology infrastructure library, Information technology service management, Lean, Process improvement

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