Information Technology Service Management and Opportunities for Information Systems Curricula

2011 ◽  
pp. 2606-2616
Author(s):  
Sue Conger
Keyword(s):  
Information Technology ◽  
Information Systems ◽  
Operations Management ◽  
Service Management ◽  
It Management ◽  
It Service Management ◽  
It Service ◽  
Technology Service ◽  
Information Technology Service ◽  
It Operations

Historically, information systems (IS) programs have taught two of the three areas of information technology (IT) management: strategy and management, and applications development. Academic programs have ignored the third area, IT operations. IT operations management is becoming increasingly important as it is recognized as consuming as much as 90% of the IT budget and as acquisition of software becomes more prevalent than development of custom applications. Along with the shift of management focus to IT operations, standards such as the IT infrastructure library (ITIL) have been adopted by businesses to guide the development of processes for IT operations that facilitate evolution to IT service management. This shift to servitizing IT management, creates an opportunity for IS programs to align with business practices by innovating in the teaching of IT service management. Several methods of incorporating ITSM material into educational programs are explored. [Article copies are available for purchase from InfoSci-on-Demand.com]

Information Technology Service Management and Opportunities for Information Systems Curricula

2011 ◽  
pp. 173-182
Author(s):  
Sue Conger
Keyword(s):  
Information Technology ◽  
Information Systems ◽  
Operations Management ◽  
Service Management ◽  
It Management ◽  
It Service Management ◽  
It Service ◽  
Technology Service ◽  
Information Technology Service ◽  
It Operations

Historically, information systems (IS) programs have taught two of the three areas of information technology (IT) management: strategy and management, and applications development. Academic programs have ignored the third area, IT operations. IT operations management is becoming increasingly important as it is recognized as consuming as much as 90% of the IT budget and as acquisition of software becomes more prevalent than development of custom applications. Along with the shift of management focus to IT operations, standards such as the IT infrastructure library (ITIL) have been adopted by businesses to guide the development of processes for IT operations that facilitate evolution to IT service management. This shift to servitizing IT management, creates an opportunity for IS programs to align with business practices by innovating in the teaching of IT service management. Several methods of incorporating ITSM material into educational programs are explored.

scholarly journals Impelementation of Information Technology Service Management at Data And Information System Center of XYZ University

2016 ◽  
Vol 7 (1) ◽  
pp. 41
Author(s):  
Kornelius Irfandhi ◽  
Ariani Indrawati ◽  
Dwykie Alexandra ◽  
Krisantus Wanandi ◽  
Yanuari Harisky ◽  
...  
Keyword(s):  
Information Technology ◽  
Information System ◽  
Service Management ◽  
Business Processes ◽  
It Infrastructure ◽  
Technology Infrastructure ◽  
Information Technology Infrastructure ◽  
It Service ◽  
Technology Service ◽  
Information Technology Service

Information Technology (IT) is increasingly progressing. Nowadays, the success of a business of the organization/company is highly dependent on the IT infrastructure used. Therefore, organizations/companies have to manage their IT service to be optimal to their customers. Looking at this matter and the increasing dynamics of XYZ University, then Data and Information System Center (Pusdatin) - an IT provider of XYZ University began implementing IT Service Management (ITSM) from 2013 using the latest version of Information Technology Infrastructure Library (ITIL), namely ITIL v3 as a framework for implementing ITSM in its business processes. However, along the way, there are still some problems happen in Pusdatin in order that ITSM can actually support and align with the objectives of XYZ University. Through this paper, the authors want to explain how the implementation of ITSM at Pusdatin, identify the problems related to the implementation of ITSM, and provide the solutions for each problem. The methods used are direct observation to Pusdatin, conductan interview with the Head of Pusdatin and Staff of Pusdatin, and also perform a literature review of books and papers that discuss about ITIL. The result of this research is that ITSM process of Pusdatin generally works quite well but there are still some shortcomings because ITSM is not 100% implemented in all areas.

Leveraging Service Management to Achieve Sustainability Goals

2014 ◽  
Vol 5 (4) ◽  
pp. 58-72 ◽  
Author(s):  
Mark S. Blanke ◽  
Thomas Abraham
Keyword(s):  
Information Technology ◽  
Significant Role ◽  
Service Management ◽  
It Strategy ◽  
It Service Management ◽  
It Services ◽  
Green It ◽  
It Service ◽  
Sustainability Strategies ◽  
It Operations

Information Technology can play a significant role in supporting and even driving sustainability strategies in an organization. However, many small and mid-size enterprises (SMEs) often separate their “Green IT” initiatives from existing business and IT strategy. The authors describe how one SME used IT service management (ITSM) to clarify and improve their IT services and to integrate sustainability into the IT function. Their case provides a detailed description of ITSM and also shows that ITSM offers a framework for SMEs to integrate sustainability into the IT operations.

Research in Information Technology Service Management (ITSM) (2000 – 2010)

2014 ◽  
Vol 6 (4) ◽  
pp. 73-91 ◽  
Author(s):  
Narges Shahsavarani ◽  
Shaobo Ji
Keyword(s):  
Information Technology ◽  
Information Systems ◽  
Research Method ◽  
Service Management ◽  
Research Area ◽  
Future Research ◽  
Research Information ◽  
Individual Level ◽  
Technology Service ◽  
Information Technology Service

In information systems (IS) research, Information Technology Service Management (ITSM) has become a popular research area among IS and management researchers as a result of industry push and the development and advancement of research in service sciences. From academic perspective, a growing number of papers have been published addressing many aspects of ITSM issues. This paper presents the results based on a study of comprehensive review of publications in ITSM from 2000 to 2010. A total of 152 research papers from leading information systems (IS) journals and conference proceedings were identified, categorized and analyzed from the perspectives of reference discipline, theoretical foundation, research method, level of analysis, and research topic. The findings suggest five primary conclusions: 1) there is generally a lack of theoretically driven researches; 2) the field is still improving, with a growing number of published papers dealing with the development of concepts, constructs, models, methods and implementations for theory formalization; 3) ITSM performance issues, justifications, and IT Infrastructure Library (ITIL) topics are among the most popular topics of research; 4) ITSM researchers do not seem to consider research at an individual level; 5) the most popular research method was the conceptual orientation. Recommendations for future research in ITSM are presented and articulated.

Information Technology Service Management

2012 ◽  
pp. 75-110
Author(s):  
Magdalena Arcilla ◽  
Jose A. Calvo-Manzano ◽  
Mercedes de la Cámara ◽  
Javier Sáenz ◽  
Luis Sánchez
Keyword(s):  
Information Technology ◽  
Corporate Governance ◽  
Service Management ◽  
Management Practices ◽  
Extended Model ◽  
It Service Management ◽  
Technology Infrastructure ◽  
Business Plans ◽  
It Service ◽  
Technology Service

Nowadays, there is an increasing dependence on information and on the systems that provide such information. So, for many organizations, the information and technology that supports them represent the most valuable assets of the company. Research on Information Technology (IT) management practices in many organizations around the world has revealed that most of them are not optimizing their investment on IT. The differentiating factor between those who succeed and those who failed is the participation of management in key IT decisions that must be aligned with the strategic and operational business plans and a proper corporate governance of IT. Corporate governance evaluates and directs the use of IT to support the organization, monitoring its use to achieve plans, and provides guidance to advising, informing or assisting directors, and assuring the compliance with laws and regulations. Some frameworks and models have been developed related to the governance and service management of IT. ITIL® (Information Technology Infrastructure Library) is the most used and extended model related to IT service management. The purpose of this chapter is to describe briefly the main phases and processes related to the ITIL® service lifecycle, detailed information related to the information security management process, and the qualifying system for IT Service Management with ITIL®.

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