Information Technology Service Management (ITSM) in Education



Information Technology Service Management (ITSM) is a strategy that serves IT operations-related activities and the interactions of IT technical personnel with business processes. ITSM is a relatively new discipline. Nowadays, it is growing and is increasingly being by many industries because of changing business trends, such as outsourcing and demand for the accordance of computer resources and business perspectives. ITSM is essential in a business organization because it accounts for 70 - 90 % of the total cost of IT ownership. However, most IT, MIS, Computer Science, or Business schools ignore ITSM courses. There has been little academic contribution to this subject. Therefore, this paper provides a background on ITSM and the concepts it contributes to education.



Information technology service management (ITSM), education, curriculum, service, management

Full Text:



J Iden and TR Eikebrokk. Implementing IT Service Management: A systematic literature review. Int. J. Inform. Manag. 2013; 33, 1-12.

J Beachboard, S Conger, SD Galup, A Hernandez and J Probst. IT Service Management in the IS Curriculum. Comm. Assoc. Inform. Syst. 2007; 20, Article ID 35.

AC Steel, M Hine and G Grant. Embedding IT service management in the academic curriculum: A cross national comparison. J. Global Inform. Tech. Manag. 2010; 13, 64-92.

S Conger, R Venkataraman, A Hernandez and J Probst. Market potential for ITSM graduates: A survey. Inform. Syst. Manag. 2009; 26, 176-81.

W Fleming. Using Cost of Service to Align IT. IT Service Management, Chicago, USA, 2005.

T Mendel and PO Neill. Implementing BSM: Keep The Big Picture In Mind If You Want To Reap The Full Benefit. Cambridge, Forrester Research, MA, 2006.

CE Pollard, D Gupta and JW Satzinger. Teaching systems development: A compelling case for integrating the SDLC with the ITSM lifecycle. Inform. Syst. Manag. 2010; 27, 113-22.

S Conger. Information technology service management and opportunities for information systems curricula. Int. J. Inform. Syst. Serv. Sector 2009; 1, 58-68.

SD Galup, R Dattero, JJ Quan and S Conger. Information technology service management: An emerging area for academic research and pedagogical development. In: Proceeding of the 2007 ACM SIGMIS-CPR Conference on Computer Personnel Research, Missouri, USA, 2007.

AC Steel and M Toleman. Education for IT service management standards. Int. J. IT Stand. Stand. Res. 2007; 5, 27-41.

AC Steel and M Toleman. The role of universities in IT service management education. In: Proceeding of the 11th Pacific Asia Conference on Information Systems. Auckland, New Zealand, 2007.

M Marrone and L Kolbe. Impact of IT service management frameworks on the IT organization. Bus. Inform. Syst. Eng. 2011; 3, 5-18.

CG Lynch. Management Report: Most Companies Adopting ITIL Practices. CIO Magazine, Massachusetts, USA, 2006.

CF Brown and J Long. Introducing the IBM Process Reference Model for IT: PRM-IT Sequencing the DNA of IT Management. IBM Global Services, New York, USA, 2005.

ISO (International Standards Organization) 20000. ISO/IEC 20000-1 Information Technology -Service Management - Part 1: Specification, and Part 2: Code of Practice. Geneva, Switzerland, 2005.

APM Group. ISO/IEC 20000 White Paper. The IT Service Management Forum, United Kingdom, 2012.

MA Winniford, S Conger and LE Harris. Confusion in the ranks: IT service management practice and terminology. Inform. Syst. Manag. 2009; 26, 153-63.

S Galup, R Dattero, J Quan and S Conger. An overview of information technology service management. Comm. ACM 2009; 52, 1-4.

J Kemppainen, M Tedre and E Sutinen. A Tanzanian perspective of the technical aspects of IT service management education. J. Inform. Tech. Educ. Res. 2012; 11, 103-24.

J Bentley. Integration of ITIL into the IS curriculum. In: Proceeding of the 17th Australasian Conference on Information Systems. Adelaide, Australia, 2006.

R Jarnan. Progress in introducing ITIL into an information systems curriculum. In: Proceeding of 17th Americas Conference on Information Systems. Michigan, USA, 2011.

R Addy. Effective IT Service Management: To ITIL and Beyond! Springer-Verlag, Heidelberg, Germany, 2007.

S Polter, T Verheijen and LV Selm. ISO/IEC 20000: An Introduction. Van Haren Publishing, Ireland, 2008.

E Brewer, M Demmer, HM Honicky, RJ Pal, M Plauche and S Surana. The challenges of technology research for developing regions. IEEE Pervas. Comput. 2006; 5, 15-23.

M Vesisenaho and P Dillon. Information and communication technology education contextualized in a cultural ecological view of learning. In: Proceeding of the 39th IEEE Frontiers in Education Conference. San Antonio, USA, 2009.

P Shackleton and J Bentley. On the road to ITIL: Certification in an Australian undergraduate degree. In: Proceeding of the Information Systems Education Conference. Arizona, USA, 2008.

R Jarnan. Integrating ITIL into an IS curriculum. In: Proceedings of the 17th Americas Conference on Information Systems. Detroit, Michigan, USA, 2011.


  • There are currently no refbacks.

Online ISSN: 2228-835X

Last updated: 12 August 2019