Challenges in ITSM digital transformation : a case study
Inavolu, Meghana (2025)
Diplomityö
2025
School of Engineering Science, Tietotekniikka
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi-fe2025060963061
https://urn.fi/URN:NBN:fi-fe2025060963061
Tiivistelmä
Digital transformation is reshaping the landscape of IT Service Management (ITSM), compelling organizations to adopt new technologies, processes, and mindsets to improve service delivery and operational efficiency. This thesis explores the key challenges encountered during digital transformation initiatives in ITSM and examines the managerial responses adopted to mitigate these challenges.
Drawing on a qualitative case study, the research identifies a range of barriers, including legacy system dependencies, resistance to change, inadequate testing practices, financial constraints, and organizational misalignment. The findings are categorized using the Technology–Organization–Environment (TOE) framework to highlight the multidimensional nature of these challenges. The study further develops a practical management framework that outlines strategic, structural, and cultural interventions aimed at facilitating successful transformation. The research contributes to both academic discourse and practical understanding by offering empirically grounded insights into how organizations can navigate the complexities of ITSM digital transformation.
Drawing on a qualitative case study, the research identifies a range of barriers, including legacy system dependencies, resistance to change, inadequate testing practices, financial constraints, and organizational misalignment. The findings are categorized using the Technology–Organization–Environment (TOE) framework to highlight the multidimensional nature of these challenges. The study further develops a practical management framework that outlines strategic, structural, and cultural interventions aimed at facilitating successful transformation. The research contributes to both academic discourse and practical understanding by offering empirically grounded insights into how organizations can navigate the complexities of ITSM digital transformation.