Title
Information Technology Service Management: An Emerging Area for Academic Research and Pedagogical Development
Abstract
The economic landscape has changed for the industrialized nations of the world. The most mature nations on the planet have transitioned from agriculture and manufacturing economies to service-based economies. Services constitute more than 75% of industrialized nations' economies. These services are dependent on Information & Communication Technology that is supported by local and global information technology functions or the combination of both. In this paper, we review the modern methods and standards of information technology service management, such as ISO/IEC 20000; emerging pedagogical developments; and alternative approaches to ITSM research.
Department(s)
Information Technology and Cybersecurity
Document Type
Conference Proceeding
DOI
https://doi.org/10.1145/1235000.1235010
Keywords
ISO/IEC20000, IT service management, ITIL, Process theory, Service science
Publication Date
5-15-2007
Recommended Citation
Galup, Stuart, Jim J. Quan, Ronald Dattero, and Sue Conger. "Information Technology Service Management: An Emerging Area for Academic Research and Pedagogical Development." In Proceedings of the 2007 ACM SIGMIS CPR conference on Computer personnel research: The global information technology workforce, pp. 46-52. 2007.
Journal Title
Proceedings of the 2007 ACM SIGMIS Computer Personnel Research Conference: The Global Information Technology Workforce, SIGMIS-CPR 2007
