Alleviating design silence in design science research: a proposal of a design method

Abstract

Information Systems (IS) design science literature offers a plethora of findings on various aspects, such as the general steps in design science, problem identification, objectives of solutions, and evaluation of the artefacts. However, there appears to be a dearth of guidance on the design of the artefact itself. Information Technology Service Management (ITSM) practitioners report challenges in measuring and reporting the performance of ITSM. This area is identified as significant and lacking in research. We are developing a framework that can be used for performance measurement of ITSM investments in organisations. The ITSM performance measurement framework (PMF) will provide a basis of standardisation and performance comparison for organisations implementing ITSM. The focus of this paper is the design methodology for the PMF framework. Our work considers literature from IS design science as well as disciplines outside IS design. Previous IS researchers developed frameworks that guide the IS design research process but do not provide details of the design process. We extend their work by narrowing the focus on the design step found in IS design science approaches giving a detailed treatment of the design step and delve further into design literature outside IS design science. Design is, of course, a very creative endeavour and may not be solely process driven. Few articles in IS design science address in detail or give any guidance on design per se. Using a design process from outside IS design science advocating ‘designerly ways of knowing’ we apply the integrative Matching Analysis Projection Synthesis approach. We integrate an IS design science research framework with a macro cycle of analysis-projection-synthesis and a micro cycle of research-analysis-synthesis-realisation to create an approach for designing the PMF. Steps for evaluation and communication are also described. The design process proposed may be useful for other IS researchers seeking guidance on how to design the artefact in an IS design science project.