Risk Management of IT Service Management Project Implementation with Killer Assumptions

Jiangping Wan, Lianyu Liang

Faculty of Business Administration, South China University of Technology, Guangzhou, China.

DOI: 10.4236/ti.2012.31007                

Abstract

Large IT service management (ITSM) project has high complexity and low success in implementation. Five common killer assumptions are selected from Warfield’s 17 Killer Assumptions through empirical analysis. Enterprise interview and questionnaire survey are used to establish and verify the relational model between the root risk factors of implementation of the ITSM project and the six complexity propositions based grounded theory. Finally, risk-averse strate-gies are put forward to meet the demand for complexity: 1) Identify the individual and pay attention to complexity; 2) Select process carefully; 3) Develop innovative language; 4) Personalized the workspace according to the demand; 5) Enhance the role of senior executives; 6) Appropriate communication. The research goal is to reduce the complexity of ITSM project’s implementation in order to manage the risks.

Keywords

IT Service Management; The Laws of Complexity; Killer Assumptions; Grounded Theroy; Project Management; Risk Management

Conflicts of Interest

The authors declare no conflicts of interest.

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