Assessing Organizational Learning in IT Organizations: An Experience Report from Industry

With the increase in demand for higher-quality and more capable IT services, IT organizations in order to obtain competitive advantage require extensive knowledge that needs to be shared and reused among different entities within the organization. The existing IT Service Management (ITSM) mechanisms mention the importance of organizational learning (OL) and knowledge management (KM) for IT organizations. However, they do not explicitly address how OL capabilities of an IT organization can be assessed. This paper, by using an OL assessment model developed for software organizations, namely AiOLoS, shows that with the proper adjustment, the application of the model to IT organizations is feasible. We report the results of applying the model in four functional teams in an IT organization from private sector.