This paper conceptualizes IT service management (ITSM) capability, a key competence of today’s IT provider organizations, and presents a survey instrument to facilitate the measurement of an ITSM capability for research and practice. Based on the review of four existing ITSM maturity models (CMMISVC, COBIT 4.1, SPICE, ITIL v3), we first develop a multi-attributive scale to assess maturity on an...

Performing ecologically valid user studies for IT security management (ITSM) systems is challenging. The users of these systems are security professionals who are difficult to recruit for interviews, let alone controlled user studies. Furthermore, evaluation of ITSM systems inherits the difficulties of studying collaborative and complex systems. During our research, we have encountered many cha...

IBM This panel report discussed three different ways that IT Services Management (ITSM) can be infused into the curriculum of university programs. One aspect of the panel focused on noncourse-specific means of infusing ITSM in a MSIS program, while another looked at a basic course in ITSM in the MSIS program. A final aspect described entire degree programs in ITSM and curricular support for the...

Aufgrund ihrer Verbreitung und ihrer Akzeptanz stellen Rahmenwerke des IT-Service-Managements (ITSM) wie etwa ITIL vielversprechende Ansatz-punkte für die Verankerung von ökologischen Zielen in IT-Organisationen dar. In diesem Beitrag werden am Beispiel des Incident-Managements die Anforderungen an ein ökologisch erweitertes ITSM abgeleitet und konkrete Erweiterungskonzepte eingeführt. Die Konz...

The Whole of Government (WG) approach is increasingly seen as an imperative for delivering coherent and integrated policies, joined up and seamless services, and integrated program management in government. Although no generic WG framework currently exists, there are reported cases of WG initiatives by different governments. Grounded in existing theories, frameworks and cases related to inter-o...

The IT Service Management (ITSM) industry has defined processes as best practices in the widelyaccepted IT Infrastructure Library (ITIL) framework. However, studies on the measurement of ITSM process improvement are scant. Our research addressed the dual problems of the lack of transparency and the need for efficiency in ITSM process assessment. Using the Design Science Research methodology, we...

ERP systems were fundamental in achieving efficiency gains in traditional manufacturing companies. In order to make the benefits of ERP utilizable by IT service providers, their processes need to be operationalized in ERP. IT service management (ITSM) frameworks describe these processes. They are however described using natural language. To be able to operationalize ITSM, the current state of t...

The goal of this paper is to investigate and better understand the differences in Information Technology Service Management (ITSM) adoption by small and medium sized enterprises (SMEs) between transition and developed economies in Europe. This study draws from research conducted among companies from six countries from Central and Eastern Europe within INNOTRAIN IT project financed by European R...

nowadays a growing number of implementing informationtechnology service management (itsm) frameworks proves the trends toimprove the it services and processes in organizations. in order toimplement an itsm projects successfully in an organization, it isessential to select a suitable itsm solution. evaluation and selection ofthe itsm software packages is complicated and time consuming decisionma...

A. J. Keel M. A. Orr R. R. Hernandez E. A Patrocinio J. Bouchard In this paper we focus on information technology service management (ITSM), a new direction for managing information technology (IT) organizations that requires a change from a technology-oriented to a service-oriented approach to IT management. We first examine the main challenges to implementing ITSM, which span four broad areas...