Asian Journal of Computer Science and Technology (AJCST)
Information Technology Service Management [ITSM] Research: A Literature Review of Practices, Solutions and Measurement
Author : Vipul Jain, O. P. Wali and V. Raveendra SaradhiVolume 7 No.1 January-June 2018 pp 79-86
Abstract
This is a systematic literature review to understand the adopted practices, proposed solutions and measurement models for Information Technology Service Management [ITSM] approaches. This paper extends the existing research and past literature reviews in this area by including recent published research from 2010 to 2018. The review finds that ITSM practices are not uniformly adopted, and some processes tend to be adopted more widely than others. The review also finds many measurement models that are either not validated, or only partially validated, and sees a gap between academic research and practitioner community, who are the primary intended users of these models and frameworks. There are proposed solutions for ITSM integration with other management systems that can benefit from further research for validation. We recommend future researchers to collaborate with practitioners, so that proposed models and frameworks can be incorporated into the relevant standards, where feasible.
Keywords
IT Service Management, IT process maturity, ITIL, ITSM
Full Text:
References
[1] H. Bin-Abbas and S. H. Bakry, “Assessment of IT governance in organizations: A simple integrated approach”, Computers in Human Behavior, Vol. 32, pp. 261-267, 2014. [Online]. Available: https://doi.org/10.1016/j.chb.2013.12.019.
[2] S. Conger, M. Winniford and L. Erickson-Harris, “Service Management in Operations”, in American Conference on Information Systems, pp. 1-11, 2008.
[3] S. Cots, M. Casadesús and F. Marimon, “Benefits of Implementing Service management Standard ISO 20000”, Proceedings of the 1st Int. Conf. on Quality Engineering and Management, pp. 3-14, 2014.
[4] F. Gacenga, A. Cater-steel, M. Toleman and W. Tan, “A Proposal and Evaluation of a Design Method in Design Science Research”, The
Electronic Journal of Business Research Methods, Vol. 10, No. 2, pp. 89-100, 2012. Retrieved from www.ejbrm.com
[5] S. D. Galup and R. Dattero, “A Five-Step Method to Tune Your ITSM Processes”, Information Systems Management, Vol. 27, No. 2, pp. 156-167, 2010. [Online]. Available: https://doi.org/10.1080/10580531003685220.
[6] S. D. Galup, R. Dattero, J. J. Quan and S. Conger, “An overview of IT service management”, Communications of the ACM, Vol. 52, No. 5, pp. 124, 2009. [Online]. Available: https://doi.org/10.1145/1506409.1506439.
[7] S. D. Galup, J. J. Quan, R. Dattero and S. Conger,. Information technology service management: an emerging area for academic research and pedagogical development. Proceedings of the 2007 ACM SIGMIS CPR Conference on Computer Personnel Research:The Global Information Technology Workforce, pp. 46-52, 2007. [Online]. Available: https://doi.org/10.1145/1235000.1235010.
[8] N. Gama, M. Vicente, and M. M. da Silva, ITIL Metamodel, ICSOC 2014, Lecture Notes in Computer Science, Vol. 8831, pp. 486-493, 2014. [Online]. Available: https://doi.org/https://doi.org/10.1007.
[9] J. Iden and T. R. Eikebrokk, “Implementing IT Service Management: A systematic literature review”, International Journal of Information Management, Vol. 33, No. 3, pp. 512-523, 2013. [Online]. Available: https://doi.org/10.1016/j.ijinfomgt.2013.01.004.
[10] B. Kitchenham, “Guidelines for performing Systematic Literature Reviews in Software Engineering”, 2007.
[11] Y. Levy and T. J. Ellis, “A Systems Approach to Conduct an Effective Literature Review in Support of Information Systems Research”, Informing Science, Vol. 9, pp. 181-211, 2006. https://doi.org/10.1049/cp.2009.0961
[12] R. F. Machado, S. Reinehr and A. Malucelli, “Towards a Maturity Model for IT Service Management Applied to Small and Medium Enterprises”, pp. 157-168, 2012. [Online]. Available: https://doi.org/10.1007/978-3-642-31199-4_14
[13] M. Marrone, F. Gacenga, A. Cater-Steel and L. Kolbe, “IT Service Management: A Cross-national Study of ITIL Adoption IT Service Management: A Cross-national Study of ITIL Adoption IT Service Management: A Cross-national Study of ITIL Adoption”, Communications of the Association for Information Systems, Vol. 34, No. 49, pp. 865-892, 2014.
[14] M. Marrone and M. Hammerle, “Relevant Research Areas in IT Service Management: An Examination of Academic and Practitioner Literatures”, Communications of the Association for Information Systems, Vol. 41, No. 1, pp. 517-543, 2017.
[15] M. Marrone and L. M. Kolbe, “Impact of IT Service Management Frameworks on the IT Organization”, Business and Information Systems Engineering, Vol. 3, No. 1, pp. 5-18, 2011a. [Online]. Available: https://doi.org/10.1007/s12599-010-0141-5.
[16] M. Marrone and L. M. Kolbe, “Uncovering ITIL Claims: IT Executives’ Perception on Benefits and Business-IT Alignment”, Information Systems and E-Business Management, Vol. 9, No. 3, pp. 363-380, 2011b. [Online]. Available: https://doi.org/10.1007/s10257-010-0131-7.
[17] B. McNaughton, P. Ray and L. Lewis, “Designing an Evaluation Framework for IT Service Management”, Information and Management, Vol. 47, No. 4, pp. 219-225, 2010. [Online]. Available: https://doi.org/10.1016/j.im.2010.02.003.
[18] A. L. Mesquida and A. Mas, “Integrating IT Service Management Requirements into the Organizational Management System”, Computer Standards and Interfaces, Vol. 37, pp. 80-91, 2015. [Online]. Available: https://doi.org/10.1016/j.csi.2014.06.005.
[19] A. L. Mesquida, A. Mas, E. Amengual and J. A. Calvo-Manzano, “IT Service Management Process Improvement based on ISO/IEC 15504: A Systematic Review”, Information and Software Technology, Vol. 54, No. 3, pp. 239-247, 2012. [Online]. Available: https://doi.org/10.1016/j.infsof.2011.11.002.
[20] S. D. Müller and C. G. de Lichtenberg, “The Culture of ITIL: Values and implementation challenges”, Information Systems Management, Vol. 35, No. 1, pp. 49-61, 2018. [Online]. Available: https://doi.org/10.1080/10580530.2017.1416946.
[21] C. Okoli and K. Schabram, “A Guide to Conducting a Systematic Literature Review of Information Systems Research”, Working
Papers on Information Systems, Vol. 10, No. 26, pp. 1-51, 2010. [Online]. Available: https://doi.org/10.2139/ssrn.1954824.
[22] E. Orta and M. Ruiz, “Met4ITIL: A Process Management and Simulation-Based Method for Implementing ITIL”, Computer Standards and Interfaces, 2018. [Online]. Available: https://doi.org/10.1016/j.csi.2018.01.006.
[23] E. Orta, M. Ruiz, N. Hurtado and D. Gawn, “Decision-making in IT Service Management: A Simulation Based Approach”, Decision Support Systems, Vol. 66, pp. 35-51, 2014. [Online]. Available: https://doi.org/10.1016/j.dss.2014.06.002.
[24] S. Rouhani, “A Fuzzy Superiority and Inferiority Ranking Based Approach for IT Service Management Software Selection, Vol. 46, 2017.
[25] N. Shahsavarani and S. Ji, “Research in Information Technology Service Management (ITSM) (2000 – 2010)”, International Journal of Information Systems in the Service Sector, Vol. 6, No. 4, pp. 73-91, 2014. [Online]. Available: https://doi.org/10.4018/ijisss.2014100105.
[26] A. Shrestha, A. Cater-steel, M. Toleman and T. Rout,. Benefits and relevance of International Standards in a design science research project for process assessments. Computer Standards and Interfaces, pp. 0-1, April 2018. [Online]. Available: https://doi.org/10.1016/j.csi.2018.04.011.
[27] A. Shrestha, A. Cater-Steel, M. Toleman and W. G. Tan, “A Method to Select IT Service Management Processes for Improvement”, Journal of Information Technology Theory and Application, Vol. 15, No. 3, pp. 31-56, 2014.
[28] C. Trusson, D. Hislop and N. F. Doherty, “The Rhetoric of “Knowledge Hoarding”: A Research-Based Critique”, Journal of Knowledge Management, Vol. 21, 2017. [Online]. Available: https://doi.org/10.1108/JKM-04-2017-0146.
[29] M. C. Valiente, E. García-Barriocanal and M. Á. Sicilia, “Applying Ontology-Based Models for Supporting Integrated Software Development and IT Service Management Processes”, IEEE Transactions on Systems, Man and Cybernetics: Part C – Applications and Reviews, Vol. 42, No. 1, pp. 61-74, 2012. [Online]. Available: https://doi.org/10.1109/TSMCC.2011.2132717.
[30] M. C. Valiente, E. Garcia-Barriocanal and M. A. Sicilia, “Applying an Ontology Approach to IT Service Management for Business-IT Integration”, Knowledge-Based Systems, Vol. 28, pp. 76-87, 2012. [Online]. Available: https://doi.org/10.1016/j.knosys.2011.12.003.
[31] I. Vessey, V. Ramesh and R. L. Glass, “Research in Information Systems: An Empirical Study of Diversity in the Discipline and Its Journals”, Journal of Management Information Systems, Vol. 19, No. 2, pp. 129-174, 2002. [Online]. Available: https://doi.org/10.1080/07421222.2002.11045721.
[32] A. Walker, T. McBride, G. Basson and R. Oakley, “ISO/IEC 15504 Measurement Applied to COBIT Process Maturity”, Benchmarking: An International Journal, Vol. 19, No. 2, pp. 159-176, 2012. [Online]. Available: https://doi.org/10.1108/14635771211224518.
[33] J. Webster and R. T. Watson, “Analyzing the Past to Prepare for the Future : Writing a Literature Review”, MIS Quarterly, Vol. 26, No. 2, 2002.
[34] J. Wulf, T. J. Winkler and W. Brenner, “Measuring IT Service Management Capability : Scale Development and Empirical Validation”, 12th Int. Conf. on Wirtschaftsinformatok, pp. 630-644, 2015.