scholarly journals IT service management evaluation method based on content, context, and process approach: A literature review

2022 ◽  
Vol 197 ◽  
pp. 410-419
Author(s):  
Ari Widianto ◽  
Apol Pribadi Subriadi
Keyword(s):  
Literature Review ◽  
Service Management ◽  
Evaluation Method ◽  
Process Approach ◽  
It Service Management ◽  
Management Evaluation ◽  
It Service

scholarly journals An IT Service Management Literature Review: Challenges, Benefits, Opportunities and Implementation Practices

Information ◽  
2021 ◽  
Vol 12 (3) ◽  
pp. 111
Author(s):  
João Serrano ◽  
João Faustino ◽  
Daniel Adriano ◽  
Rúben Pereira ◽  
Miguel Mira da Silva
Keyword(s):  
Information Technology ◽  
Life Cycle ◽  
Literature Review ◽  
Service Provider ◽  
Service Management ◽  
It Service Management ◽  
It Services ◽  
It Service ◽  
Support Organizations ◽  
Management Literature

Information technology (IT) service management is considered a collection of frameworks that support organizations managing services. The implementation of these kinds of frameworks is constantly increasing in the IT service provider domain. The main objective is to define and manage IT services through its life cycle. However, from observing the literature, scarcely any research exists describing the main concepts of ITSM. Many organizations still struggle in several contexts in this domain, mainly during implementation. This research aims to develop a reference study detailing the main concepts related with ITSM. Thus, a systematic literature review is performed. In total, 47 articles were selected from top journals and conferences. The benefits, challenges, opportunities, and practices for ITSM implementation were extracted, critically analysed, and then discussed.

Measuring IT Service Management Performance

2012 ◽  
pp. 102-119
Author(s):  
Francis Gacenga ◽  
Aileen Cater-Steel ◽  
Mark Toleman ◽  
Wui-Gee Tan
Keyword(s):  
Literature Review ◽  
Performance Measurement ◽  
Systematic Literature Review ◽  
Service Management ◽  
Performance Metrics ◽  
It Service Management ◽  
Process Orientation ◽  
Past Work ◽  
It Service ◽  
Level Analysis

Prompted by the realisation that IT is now seen as a service, with a customer focus and process orientation, the authors propose a model to measure IT service management (ITSM) performance. Measuring ITSM performance will enable organisations to demonstrate the benefit from their investment. The model is based on a systematic literature review that progressed from considering the general areas of organisation performance measurement to examining commonly used performance metrics. Although there are a number of studies on ITSM implementation, only a few considered the performance measurement of ITSM. A structured method for the design of the model was adopted through a three-level analysis. A comparison of existing performance measurement frameworks was first made to identify those that are suitable for ITSM and that would facilitate communication between the business and IT function. This was done using appropriate dimensions from past work of various performance measurement researchers. The frameworks were then classified along these dimensions to identify their completeness, eliminate unnecessary dimensions, and identify the natural dimensions for ITSM.

scholarly journals IT Service Management Knowledge Ecosystem – Literature Review and a Conceptual Model

2018 ◽  
Author(s):  
Muralidharan Ramakrishnan ◽  
◽  
Anup Shrestha ◽  
Aileen Cater-Steel ◽  
Jeffrey Soar ◽  
...  
Keyword(s):  
Literature Review ◽  
Conceptual Model ◽  
Service Management ◽  
It Service Management ◽  
It Service ◽  
Management Knowledge

Aligning Six Sigma and ITIL to improve IT Service Management

2011 ◽  
pp. 297-311
Author(s):  
Peter C. Chan ◽  
Shauntell R. Durant ◽  
Verna Mae Gall ◽  
Mahesh S. Raisinghani
Keyword(s):  
Literature Review ◽  
Six Sigma ◽  
Service Management ◽  
Qualitative Case Study ◽  
Future Research ◽  
Exploratory Research ◽  
It Service Management ◽  
It Service ◽  
Inductive Research

The framework in our exploratory research has been built upon a deductive study which has been developed through a literature review and synthesis and an exploratory inductive research which has been developed using a qualitative case study. It makes the case for leveraging ITIL and Six Sigma with ITSM in practice and opportunities for future research.

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