Abstract Information technology service management (ITSM) has become the prevalent management approach to the provision of IT services worldwide. Researchers and practitioners, however, still lack an understanding regarding through which mechanisms and in which strategic contexts an ITSM capability contributes most to information systems (IS) effectiveness. Grounded in a service-dominant logic, we hypothesize that ITSM capability contributes to IS effectiveness through sustaining the alignment of the IS function with the business and contingent upon organizational IS strategic conservativeness. Data collected from 256 organizations confirms that direct effects from ITSM capability are mediated by IS-business alignment and strengthened by IS strategic conservativeness. Our findings provide evidence for a co-occurrence of value co-creation and value facilitation mechanisms in internal IT service relationships and for a greater value of ITSM capability in stable strategic contexts. Overall, our results contribute a novel understanding to the service literature of the distinct mechanisms and the facilitating contextual contingencies of value creation in IT service relationships.

中文翻译：

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IT服务管理能力的有效性：价值共创和价值促进机制

摘要 信息技术服务管理 (ITSM) 已成为世界范围内提供 IT 服务的流行管理方法。然而，研究人员和从业人员仍然缺乏对 ITSM 能力通过哪些机制和在哪些战略环境中对信息系统 (IS) 有效性贡献最大的理解。基于服务主导逻辑，我们假设 ITSM 能力通过维持 IS 功能与业务的一致性以及组织 IS 战略保守性而有助于提高 IS 的有效性。从 256 家组织收集的数据证实，ITSM 能力的直接影响是由 IS 业务一致性调节的，并由 IS 战略保守性加强。我们的发现为内部 IT 服务关系中的价值共创和价值促进机制的共同发生以及在稳定的战略环境中 ITSM 能力的更大价值提供了证据。总体而言，我们的结果有助于对不同机制的服务文献和促进 IT 服务关系中价值创造的上下文偶然性的新理解。