IT Service Management: Core Processes Aligning Business and IT

  • Hannes Göbel
  • Stefan Cronholm
  • Carina Hallqvist
  • Eva Söderström
  • Leif Andersson
Conference paper
Part of the Lecture Notes in Business Information Processing book series (LNBIP, volume 183)


The problem we address is that researchers have insufficiently investigated the processes and nuances of Business and IT alignment. One attempt to tackle Business and IT alignment in a process-oriented way is to adopt the concept of IT Service Management (ITSM). However, identified challenges entails that ITSM is hard to define and that existing ITSM frameworks sometimes are considered as overly complex containing an extensive process scope, making it costly and hard to implement. The purpose of this workshop paper is to understand in what way are ITSM core processes supporting business and IT alignment? Our qualitative research approach embraced a two-phase method based on empirical studies where identified core processes were mapped using the Strategic Alignment Model. The result shows that the core of ITSM consists of five processes and that these processes somewhat constitute the bridges and interfaces that aligns Business and IT.


Strategic alignment model SAM IT service management ITSM 


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Copyright information

© Springer International Publishing Switzerland 2014

Authors and Affiliations

  • Hannes Göbel
    • 1
  • Stefan Cronholm
    • 1
  • Carina Hallqvist
    • 1
  • Eva Söderström
    • 2
  • Leif Andersson
    • 3
  1. 1.School of Business and ITUniversity of BoråsBoråsSweden
  2. 2.School of InformaticsUniversity of SkövdeSkövdeSweden
  3. 3.Profecto Service ManagementDanderydSweden

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