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Home»Articles»Information Technology Service Management [ITSM] Research: A Literature Review of Practices, Solutions and Measurement

Information Technology Service Management [ITSM] Research: A Literature Review of Practices, Solutions and Measurement

Author : Vipul Jain, O. P. Wali and V. Raveendra Saradhi
Volume 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

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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.

Editor-in-Chief
Dr. K. Ganesh
Global Lead, Supply Chain Management, Center of Competence and Senior Knowledge
Expert at McKinsey and Company, India
[email protected]
Editorial Advisory Board
Dr. Eng. Hamid Ali Abed AL-Asadi
Department of Computer Science, Basra University, Iraq
[email protected]
Dr. Norjihan Binti Abdul Ghani
Department of Information System, University of Malaya, Malaysia
[email protected]
Dr. Christos Bouras
Department of Computer Engineering & Informatics, University of Patras, Greece
[email protected]
Dr. Maizatul Akmar Binti Ismail
Department of Information System, University of Malaya, Malaysia
[email protected]
Dr. Harold Castro
Department of Systems Engineering and Computing, University of the Andes, Colombia
[email protected]
Dr. Busyairah Binti Syd Ali
Department of Software Engineering, University of Malaya, Malaysia
[email protected]
Dr. Sri Devi Ravana
Department of Information system, University of Malaya, Malaysia
[email protected]
Dr. Karpaga Selvi Subramanian
Department of Computer Engineering, Mekelle University, Ethiopia
[email protected]
Dr. Mazliza Binti Othman
Department of Computer System & Technology, University of Malaya, Malaysia
[email protected]
Dr. Chiam Yin Kia
Department of Software Engineering, University of Malaya, Malaysia
[email protected]
Dr. OUH Eng Lieh
Department of Information Systems, Singapore Management University, Singapore
[email protected]

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    Editorial Note

    Editorial Dr. K. Ganesh

    Editor-in-Chief
    Dr. K. Ganesh
    Global Lead, Supply Chain Management, Center of Competence and Senior Knowledge
    Expert at McKinsey and Company, India
    [email protected]
    Editorial Advisory Board
    Dr. Eng. Hamid Ali Abed AL-Asadi
    Department of Computer Science, Basra University, Iraq
    [email protected]
    Dr. Norjihan Binti Abdul Ghani
    Department of Information System, University of Malaya, Malaysia
    [email protected]
    Dr. Christos Bouras
    Department of Computer Engineering & Informatics, University of Patras, Greece
    [email protected]
    Dr. Maizatul Akmar Binti Ismail
    Department of Information System, University of Malaya, Malaysia
    [email protected]
    Dr. Harold Castro
    Department of Systems Engineering and Computing, University of the Andes, Colombia
    [email protected]
    Dr. Busyairah Binti Syd Ali
    Department of Software Engineering, University of Malaya, Malaysia
    [email protected]
    Dr. Sri Devi Ravana
    Department of Information system, University of Malaya, Malaysia
    [email protected]
    Dr. Karpaga Selvi Subramanian
    Department of Computer Engineering, Mekelle University, Ethiopia
    [email protected]
    Dr. Mazliza Binti Othman
    Department of Computer System & Technology, University of Malaya, Malaysia
    [email protected]
    Dr. Chiam Yin Kia
    Department of Software Engineering, University of Malaya, Malaysia
    [email protected]
    Dr. OUH Eng Lieh
    Department of Information Systems, Singapore Management University, Singapore
    [email protected]

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