risk management of it service management project implementation with killer assumptions风险管理的it服务管理项目实施与杀手的假设.pdf

Technology and Investment, 2012, 3, 48-55 /10.4236/ti.2012.31007 Published Online February 2012 (http://www.SciRP.org/journal/ti) Risk Management of IT Service Management Project * Implementation with Killer Assumptions Jiangping Wan1,2, Lianyu Liang1 1Faculty of Business Administration, South China University of Technology, Guangzhou, China 2Institute of Emerging Industrialization Development, South China University of Technology, Guangzhou, China Email: scutwjp@126.com, jade_go@163.com Received January 4, 2012; revised February 4, 2012; accepted February 11, 2012 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 imple- mentation 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 1. Introduction