Team Ambidexterity and its Prerequisites: An Exploratory Study of an IT Service Management Team

Werner, M; Feldmann, J; Montealegre, J; Stockhinger, J


Abstract

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.

Keywords
Ambidexterity, Team Ambidexterity, Prerequisites, Exploitation, Exploration, Antecedents



Publication type
Forschungsartikel in Sammelband (Konferenz)

Peer reviewed
Yes

Publication status
Published

Year
2022

Conference
Americas Conference on Information Systems (AMCIS 22)

Venue
Minneapolis, MN

Book title
Proceedings of the Americas Conference on Information Systems (AMCIS 22)

Editor
Brown, S; Subramani, M

Start page
1

End page
10

Publisher
Association for Information Systems

Place
Minneapolis, MN

Language
English