Title
An overview of IT service management
Abstract
Some of the significant factors associated with Service Science that deals with the management of Information and Communication Technologies (ICT) service operations are discussed. Services Science is a new approach for viewing, developing, and deploying ICT. Service Science is based on the terms 'service' in the deed, process, performance sense, by incorporating people, processes, and technologies that interact to deliver services. Types of services include interaction of supplier and customer, the exploitation of ICT, change management, and transparency. Service Science incorporate many disciplines including computer science, operations research, industrial engineering, business strategy, management sciences, social and cognitive sciences, and organizational theory. Information Technology Service Management (ITSM) is branch of Service Science that focuses on IT operations like service delivery and service support.
Department(s)
Information Technology and Cybersecurity
Document Type
Article
DOI
https://doi.org/10.1145/1506409.1506439
Publication Date
5-1-2009
Recommended Citation
Galup, Stuart D., Ronald Dattero, Jim J. Quan, and Sue Conger. "An overview of IT service management." Communications of the ACM 52, no. 5 (2009): 124-127.
Journal Title
Communications of the ACM
