3gamma participates in ITSM research project conducted by the University of Borås

3gamma is very proud to announce that we are currently collaborating with the University of Borås on a three-year research project titled: How to improve process efficiency and quality in IT Service Management.

Last year, 3gamma conducted a study titled ‘The state of ITSM in agile organisations’, a topic that is closely related to the research project. The results of this study provided valuable input into this subject and also helped to engage several companies in the research project. Since we consider this project to be a natural progression, 3gamma has decided to take an active part in the research.

Together with approximately 10 other companies of different sizes and types, 3gamma´s role in the research project is to contribute real-life experiences and knowledge. The companies involved are all of a different nature to obtain as many perspectives as possible and have agreed to meet, at least once every quarter for workshops.

Linda Lyxell Ahnsberg, Senior Consultant at 3gamma comments, “It is a great opportunity to be able to participate in a project like this. The possibility to exchange experiences with other organizations is very rewarding. In addition, I think that the outcome of the project can really benefit 3gamma and our clients since the challenges the project addresses are very common in organizations today”.

The research project’s starting point was from an observation that indicates a common criticism with IT Service Management (ITSM) methods; the frameworks are far too complex and are highly complicated to learn. This has shown to be troublesome in many companies, since it is hard to maintain, too extensive and general methods such as ITIL and CMMI are complex. A lot of companies express a desire for methods that are easy to adopt and maintain, this is something that also has been identified and verified in 3gammas study ‘The state of ITSM in agile organizations’.

“My hope is that we – researchers and business – will find solutions to common challenges in terms of customer and supplier interactions. We expect therefore that the contribution of the project will be beneficial both for the industry and research community. In the project 3gamma has an important role where their experience and expertise in management in general and IT service management in particular is very valuable”, says Hannes Göbel, researcher at University of Borås

The aim of the research project, is to develop a digital method for assessing process efficiency and quality of services. The method is based on the two cornerstones ‘good-enough’ and collaboration.

‘Good-enough’ is focused on the fact, that it is difficult for many companies to benefit from Best Practice frameworks because they are both too general and too complex. The method developed will alter the perspective from Best Practice to ‘good-enough’, this will be more suitable and support different kinds of companies. The definition of ‘good-enough’ is that the project is centred on the reality that there should be satisfactory results with fewer resources spent. An additional contribution is expected, which is to increase knowledge about the concept of ‘good-enough’ within ITSM.

The second cornerstone that the method development is based on is collaboration, especially collaboration between service providers and customers. Amongst the participating companies, both sides are represented in order to gain understanding and knowledge of what is important, eliminating problems experienced by the two sides.  The digital assessment method will offer possibilities for service providers to assess their own process efficiency and delivery of IT services and there will be support for the customer to assess their understanding of the delivery of the IT Services

The opportunity for 3gamma to be a part of this research project has great significance and the expectations are that, with our experience and knowledge base, we can contribute to a successful research result. However, we also hope to benefit from the results so that we will be able to use the methods and models developed to benefit our customers. In addition to this, of course we appreciate the opportunity to exchange experiences and to collaborate with both the involved companies and with the University of Borås.

“As a leading IT management consulting firm it is important to collaborate with the Academic world to ensure our insights are updated and based on facts and proven research”, says Rickard Holmkvist, Managing Director of 3gamma Sweden.

We will provider updates on this subject, so keep your eyes open and do not hesitate to contact us if you want to learn more about the project.

3gamma is very proud to announce that we are currently collaborating with the University of Borås on a three-year research project titled: How to improve process efficiency and quality in IT Service Management.

Last year, 3gamma conducted a study titled ‘The state of ITSM in agile organisations’, a topic that is closely related to the research project. The results of this study provided valuable input into this subject and also helped to engage several companies in the research project. Since we consider this project to be a natural progression, 3gamma has decided to take an active part in the research.

Together with approximately 10 other companies of different sizes and types, 3gamma´s role in the research project is to contribute real-life experiences and knowledge. The companies involved are all of a different nature to obtain as many perspectives as possible and have agreed to meet, at least once every quarter for workshops.

Linda Lyxell Ahnsberg, Senior Consultant at 3gamma comments, “It is a great opportunity to be able to participate in a project like this. The possibility to exchange experiences with other organizations is very rewarding. In addition, I think that the outcome of the project can really benefit 3gamma and our clients since the challenges the project addresses are very common in organizations today”.

The research project’s starting point was from an observation that indicates a common criticism with IT Service Management (ITSM) methods; the frameworks are far too complex and are highly complicated to learn. This has shown to be troublesome in many companies, since it is hard to maintain, too extensive and general methods such as ITIL and CMMI are complex. A lot of companies express a desire for methods that are easy to adopt and maintain, this is something that also has been identified and verified in 3gammas study ‘The state of ITSM in agile organizations’.

“My hope is that we – researchers and business – will find solutions to common challenges in terms of customer and supplier interactions. We expect therefore that the contribution of the project will be beneficial both for the industry and research community. In the project 3gamma has an important role where their experience and expertise in management in general and IT service management in particular is very valuable”, says Hannes Göbel, researcher at University of Borås

The aim of the research project, is to develop a digital method for assessing process efficiency and quality of services. The method is based on the two cornerstones ‘good-enough’ and collaboration.

‘Good-enough’ is focused on the fact, that it is difficult for many companies to benefit from Best Practice frameworks because they are both too general and too complex. The method developed will alter the perspective from Best Practice to ‘good-enough’, this will be more suitable and support different kinds of companies. The definition of ‘good-enough’ is that the project is centred on the reality that there should be satisfactory results with fewer resources spent. An additional contribution is expected, which is to increase knowledge about the concept of ‘good-enough’ within ITSM.

The second cornerstone that the method development is based on is collaboration, especially collaboration between service providers and customers. Amongst the participating companies, both sides are represented in order to gain understanding and knowledge of what is important, eliminating problems experienced by the two sides.  The digital assessment method will offer possibilities for service providers to assess their own process efficiency and delivery of IT services and there will be support for the customer to assess their understanding of the delivery of the IT Services

The opportunity for 3gamma to be a part of this research project has great significance and the expectations are that, with our experience and knowledge base, we can contribute to a successful research result. However, we also hope to benefit from the results so that we will be able to use the methods and models developed to benefit our customers. In addition to this, of course we appreciate the opportunity to exchange experiences and to collaborate with both the involved companies and with the University of Borås.

“As a leading IT management consulting firm it is important to collaborate with the Academic world to ensure our insights are updated and based on facts and proven research”, says Rickard Holmkvist, Managing Director of 3gamma Sweden.

We will provider updates on this subject, so keep your eyes open and do not hesitate to contact us if you want to learn more about the project.

Linda Persson
Senior Consultant
3gamma