Agile Change Control on Information Communication Technology Service Projects Performance in Organizations: A Desktop Literature Review

Abstract

Rationale of Study – Information Communication Technology (ICT) service projects face numerous challenges that contribute to their high failure rates. Agile change control has been examined to understand its impact on the performance of ICT service projects within organisations. The main aim of this review paper was to evaluate the influence of change control in the Volatile, Uncertain, Complex, and Ambiguous (VUCA) environment on the performance of ICT service projects in organisations.

Methodology – The study employed a narrative literature review research design and a double S-curve model. Data was collected from Google Scholar and Dimensions research databases. The identified data was downloaded and cleaned. Bibliometric analysis was conducted using the Bibliometrix package in R.

Findings – The effect of change control within ICT service projects was seen either as a change within the project or as a change triggered by the project's outcome. The study's findings showed that Agile change control methodology enhances product delivery, efficiency, and team effectiveness, and improves the final product's quality and customer satisfaction with the project in organisations. Furthermore, the study concludes that ICT service project organisations could benefit from a more integrated approach to agile change control for effectively managing change requirements within the VUCA world.

Implications – The study recommends that organisations such as financial institutions, software companies, and energy producers, among others, implement Agile change control effectively, as it can improve product delivery and enhance ICT service project performance.

Originality – This review is significant for industry policymakers, theorists, and practitioners. Further research is needed to determine the impact of collaboration among project stakeholders on improving the performance of ICT service projects in organisations.