An IT Service Management Literature Review: Challenges, Benefits, Opportunities and Implementation Practices

Information

卷:12

Daniel Adriano¹  João Faustino¹  Rúben Pereira¹  João Serrano¹  MiguelMira da Silva² 

[1] Department of Information Science and Technology, Instituto Universitário de Lisboa (ISCTE-IUL), 1649-026 Lisboa, Portugal;

[2] Instituto Superior Técnico, University of Lisbon, 1049-001 Lisboa, Portugal;

关键词: IT service management;    systematic literature review;    benefits;    challenges;    opportunities;    implementation practices;   

DOI  :  10.3390/info12030111

来源: DOAJ

【 摘 要 】

Information technology (IT) service management is considered a collection of frameworks that support organizations managing services. The implementation of these kinds of frameworks is constantly increasing in the IT service provider domain. The main objective is to define and manage IT services through its life cycle. However, from observing the literature, scarcely any research exists describing the main concepts of ITSM. Many organizations still struggle in several contexts in this domain, mainly during implementation. This research aims to develop a reference study detailing the main concepts related with ITSM. Thus, a systematic literature review is performed. In total, 47 articles were selected from top journals and conferences. The benefits, challenges, opportunities, and practices for ITSM implementation were extracted, critically analysed, and then discussed.

【 授权许可】

Unknown