Bimodal IT Service Management – Case UPM

Abstract

It is clearly visible in these days that IT has to be able to respond faster and faster to new business requirements without impacting the quality. At the same time when there is need to act faster on new digital business opportunities there is also need to serve the more traditional operations that need to be compliant to legal requirements, security requirements etc. Purpose of this study is to create fit for purpose Service Management framework for UPM IT by studying bimodality and it’s possibilities in IT Service Management. UPM IT has strategic role in UPM Business and consequently it is crucial that IT is able to respond to the needs business is having to be able to change, develop and grow. The study concentrates on bimodality and IT Service Management. The purpose is to research the opportunities of bimodality in IT Service Management and create a framework for applying it. In the support of the framework companies are able to start the development path towards bimodal IT Service Management. The case study applies the framework in the practice and presents the results as a development proposal and roadmap.