Earticle

초록

영어

In information systems (IS), Information Technology Service Management (ITSM) has become a popular research area among IS and management researchers as a result of industry push and the development and advancement of research in service sciences. From academic perspective, a growing number of papers have been published addressing many aspects of ITSM issues. This paper presents the results based on a study of comprehensive review of publications in ITSM over the past decade (from 2000 to 2010) with the objective of answering the following research question: what is the current state of research in ITSM, from theoretical foundation and research topic perspectives. Our findings suggest that 1) there is generally a lack of theoretically driven researches; 2) the field is still developing with a growing number of published papers dealing with the development of concepts, constructs, models, methods and implementations for theory development; 3) ITSM performance issues, justifications, and IT Infrastructure Library (ITIL) topics are among the most popular topics of research.

목차

Abstract
 1. Introduction
 2. ITSM and Research in ITSM
  2.1 Research method
  2.2 Paper selection and procedure
  2.3 Categorization: theoretical foundation and research topic
  2.4 Result
 3. Discussion
 References
 Appendix

저자

• Narges Shahsavarani [ Carleton University, Ottawa, Canada ]
• Shaobo Ji [ Carleton University, Ottawa, Canada ]

참고문헌