Information sharing for effective IT incident resolving in IT service provider networks: afinancial service case study

摘要

Information technology (IT)-enabledfinancial services are typically delivered by a network of interdependent IT service providers. Such networks need information to resolve IT incidents in their delivered IT services. The objective of this research is to identify the set of information that needs to be visible within ITrnprovider networks to effectively resolve IT incidents. To this end, we conducted an inductive case studyrnin a network of nine interdependent IT service providers. We found that the required information is distributed over multiple technological stores, and operational IT staff in the network needs visibility over theserntechnological stores. Operational staff also needs visibility over the social network of incident handling staff,rngiven the tacit nature of the required information. We therefore premise that better information sharing andrnenhanced knowledge reuse in the service network has a positive impact on incident handling in IT servicernprovider networks. The main contribution of this paper is a structured set of information types that positivelyrnimpacts IT incident handling performance in the IT service network, packaged into a conceptual model.