IT service management (ITSM) education and research: global view

• Autores: Ali Yazici, Alok Mishra, Paul Kontogiorgis
• Localización: The International journal of engineering education, ISSN-e 0949-149X, Vol. 31, no. 4, 2015, págs. 1071-1080
• Idioma: inglés
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• Resumen

  • This article provides an overview of Information Technology Service Management (ITSM) and investigates the educationand research activities in this discipline from a global perspective. The objectives of the study are to inform the trainingorganizations (e.g., universities, training institutes) on the current status of the educational activities in ITSM atundergraduate and graduate levels; and to guide the researchers by providing quantitative data on the research activitiesconducted in the field. In the educational arena, the statistical data showed that, stand-alone undergraduate/graduateprograms are becoming popular among the high school graduates with elevated expectations of the market place, inaddition to the appreciation of the IT service management area by the IT sector and the public. The results of the researchfindings provide guidelines for curriculum developers in the design and implementation of courses for the de factointerdisciplinary ITSM degree/certificate training programs and motivate and guide the researchers by providing the mostrecent quantitative data on the ITSM field. It is one of the first studies to provide education and research trends in ITSMarea. The present study adds to this important stream of emerging research area and contributes by advancing theunderstanding of ITSM education and research issues. This paper advances the current state of knowledge on ITSMeducation and explores recent research trends in this area which is becoming standard towards providing quality ITservices in enterprises.