Team Ambidexterity and its Prerequisites: An Exploratory Study of an IT Service Management Team
Research output: Contributions to collected editions/works › Article in conference proceedings › Research › peer-review
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AMCIS 2022 Proceedings. AIS eLibrary, 2022. 1121.
Research output: Contributions to collected editions/works › Article in conference proceedings › Research › peer-review
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T1 - Team Ambidexterity and its Prerequisites: An Exploratory Study of an IT Service Management Team
AU - Werner, Matthias
AU - Feldmann, Jasmin Isabell
AU - Montealegre, Juliana Becerra
AU - Stockhinger, Jan
N1 - Conference code: 28
PY - 2022
Y1 - 2022
N2 - Companies’ increasing reliance on information technology (IT) requires IT service management teams to ensure smooth, efficient, and reliable IT service delivery while learning and experimenting with innovative IT at the same time. These disparate demands create tensions for IT service management teams that are challenging to handle. In our study, we present one approach to effectively managing these tensions. By conducting a single-case study of a high-performance IT service management team responsible for 16,000 end-users in Latin America, we identified crucial activities and prerequisites that help deal with these tensions. In particular, we provide an overview of ten multi-level prerequisites and show that dealing with disparate demands on the team level also depends on organizational- and individual-level prerequisites. By answering several calls for studying the management of different demands at the team level, we contribute to the scarce research on team ambidexterity.
AB - Companies’ increasing reliance on information technology (IT) requires IT service management teams to ensure smooth, efficient, and reliable IT service delivery while learning and experimenting with innovative IT at the same time. These disparate demands create tensions for IT service management teams that are challenging to handle. In our study, we present one approach to effectively managing these tensions. By conducting a single-case study of a high-performance IT service management team responsible for 16,000 end-users in Latin America, we identified crucial activities and prerequisites that help deal with these tensions. In particular, we provide an overview of ten multi-level prerequisites and show that dealing with disparate demands on the team level also depends on organizational- and individual-level prerequisites. By answering several calls for studying the management of different demands at the team level, we contribute to the scarce research on team ambidexterity.
KW - Business informatics
M3 - Article in conference proceedings
BT - AMCIS 2022 Proceedings
PB - AIS eLibrary
T2 - 28th American Conference on Information Systems 2022 - AMCIS 2022
Y2 - 10 August 2022 through 14 August 2022
ER -