Topics and applied theories in IT Service Management

Proceedings of the Annual Hawaii International Conference on System Sciences

Volumn , Issue , 2013, Pages 1367-1375

  Proehl, Thorsten ^a   Erek, Koray ^a   Limbach, Felix ^a   Zarnekow, Ruediger ^a  

^a TECHNISCHE UNIVERSITÄT BERLIN   (Germany)

Author keywords

[No Author keywords available]

Indexed keywords

APPLIED RESEARCH; DATABASE SEARCHES; FOCUS OF RESEARCHES; INTERNATIONAL JOURNALS; IT SERVICE MANAGEMENT; IT SERVICE MANAGEMENT (ITSM); LITERATURE REVIEWS; RESEARCH AGENDA;

SEARCH ENGINES; SYSTEMS SCIENCE;

RESEARCH;

EID: 84875509678     PISSN: 15301605     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1109/HICSS.2013.555     Document Type: Conference Paper

References (49)

1. APMG, http://www.itilofficialsite.com/InternationalActivities/ ITILGlossaries-2.aspx, accessed 6-4-2012.
2. Arora, A. and W. Bandara, "IT Service Desk Process Improvement - A Narrative Style Case Study", PACIS 2006 Proceedings(78), 2006.
3. Bandara, W., J. Cornes, and M. Rosemann, "Business Process Redesign in Information Technology Incident Management: A Teaching case", ACIS 2005 Proceedings(22), 2005.
4. Bentley, J., "Integration of ITIL into the IS Curriculum", ACIS 2006 Proceedings(51), 2006.
5. Cater-Steel, A. and M. Toleman, "The Role of Universities in IT Service Management Education", PACIS 2007 Proceedings(49), 2007.
6. Cater-Steel, A., W.-G. Tan, and M. Toleman, "Challenge of adopting multiple process improvement frameworks", ECIS 2006 Proceedings(177), 2006.
7. Cater-Steel, A., W.-G. Tan, and M. Toleman, "Using Institutionalism as a Lens to Examine ITIL Adoption and Diffusion", ACIS 2009 Proceedings(73), 2009.
8. Cater-Steel, A., R. Zarnekow, and J. Wulf, "IT Service Management In The Academic Curriculum: Comparing An Australian And German Experience", PACIS 2011 Proceedings(33), 2011.
9. Conger, S., "Information Technology Service Management and Opportunities for Information Systems Curricula", International Journal of Information Systems in the Service Sector, 1(2), 2009, pp. 58-68.
10. Conger, S., A. Urbaczewski, and R. Venkataraman, "IT Services Management in the Curriculum: Challenges, Realizations, and Lessons Learned", AMCIS 2010 Proceedings(465), 2010.
11. Conger, S., M. Winniford, and L. Erickson-Harris, "Service Management in Operations", AMCIS 2008 Proceedings(362), 2008.
12. Cooper, H.M., "Organizing Knowledge Syntheses: A Taxonomy of Literature Reviews", Knowledge in Society, 1(1), 1988.
13. Deutscher, J.-H. and C. Felden, "Model Concept to Determine the Optimal Maturity of IT Service Management Processes", Proceedings of the 8th IEEE/ACIS International Conference on Computer and Information Science, 2009, pp. 543-548.
14. Deutscher, J.-H. and C. Felden, "20P. Concept for Identification of Improvement Opportunities Provided by ITSM Frameworks to Address Specific Needs of Organizations", CONF-IRM 2010 Proceedings(44), 2010.
15. Disterer, G., "ISO 20000 for IT", Business & Information Systems Engineering, 1(6), 2009, pp. 463-467.
16. Drucker, P., "Self Service, the Cloud and ITSM One Big Happy Family?", At yor Service (itSMF), 2(1), 2012.
17. Fry, M., "5 questions about ITSM and cloud computing", Whitepaper, 2010.
18. Gacenga, F., A. Cater-Steel, W.-G. Tan, and M. Toleman, "IT Service Management: Towards a Contingency Theory of Performance Measurement", ICIS 2011 Proceedings(5), 2011.
19. Galup, S.D., R. Dattero, J.J. Quan, and S. Conger, "An overview of IT service management", Communications of the ACM, 52(5), 2009, pp. 124-127.
20. Ghayekhloo, S., M. Sedighi, R. Nassiri, G.L. Shabgahi, and H.K. Tirkolaei, "Pathology of Organizations Currently Implementing ITIL in Developing Countries", ICCEE 2009 Proceedings, 2, 2009, pp. 7-10.
21. Gyory, A., W. Brenner, and F. Uebernickel, "Finding the Right Balanced Scorecard for Business-Driven IT Management: A Literature Review", HICSS 2012 Proceedings, 2012, pp. 5023-5032.
22. Hevner, A.R., S.T. March, J. Park, and S. Ram, "Design Science in Information Systems Research", MIS Quarterly, 28(1), 2004, pp. 75-105.
23. Hubbert, E., "Market Overview: IT Service Management Support Tools", Forrester Report, 2010.
24. Iden, J. and L. Langeland, "Setting the Stage for a Successful ITIL Adoption: A Delphi Study of IT Experts in the Norwegian Armed Forces", Information Systems Management, 27(2), 2010, pp. 103-112.
25. Jarman, R., "Progress in Introducing ITIL into an Information Systems Curriculum", AMCIS 2011 Proceedings(396), 2011.
26. Kanapathy, K. and K.I. Khan, "Assessing the Relationship between ITIL Implementation Progress and Firm Size: Evidence from Malaysia", International Journal of Business and Management, 7(2), 2012, pp. 194-199.
27. M. Alavi, P.C., "A Review of MIS Research and Disciplinary Development", Journal of Management Information Systems, 8(4), 1992, pp. 45-62.
28. M.J. Baker, "Writing a Literature Review", The Marketing Review(1), 2000, pp. 219-247.
29. Marcos, A.F., J.I. Rouyet, and A. Bosch, "An IT Balance Scorecard Design under Service Management Philosophy", HICSS 2012 Proceedings, 2012, pp. 4972-4981.
30. Marrone, M. and L.M. Kolbe, "Impact of IT Service Management Frameworks on the IT Organization", Business & Information Systems Engineering, 3(1), 2011, pp. 5-18.
31. Muhren, W.J., G. van Den Eede, and B. van de Walle, "Organizational Learning for the Incident Management Process: Lessons from High Reliability Organizations", ECIS 2007 Proceedings(65), 2007.
32. Pollard, C. and A. Cater-Steel, "Justifications, Strategies, and Critical Success Factors in Successful ITIL Implementations in U.S. and Australian Companies: An Exploratory Study", Information Systems Management, 26(2), 2009, pp. 164-175.
33. Pollard, C.E., D. Gupta, and J.W. Satzinger, "Teaching Systems Development: A Compelling Case for Integrating the SDLC with the ITSM Lifecycle", Information Systems Management, 27(2), 2010, pp. 113-122.
34. Ricardo, B. and M. Toleman, "Outsourcing IT: Views from the Vendor's Side", ACIS 2003 Proceedings(38), 2003.
35. Sauve, J., R. Santos, R. Reboucas, A. Moura, and C. Bartolini, "Change Priority Determination in IT Service Management Based on Risk Exposure", IEEE Transactions on Network and Service Management, 5(3), 2008, pp. 178-187.
36. Schermann, M., T. Böhmann, and H. Krcmar, "Integration of IT services: Towards a pattern-based approach for eliciting service integration requirements", AMCIS 2006 Proceedings(312), 2006.
37. Shahsavarani, N. and S. Ji, "Research in Information Technology Service Management (ITSM): Theoretical Foundation and Research Topic Perspectives", CONFIRM 2011 Proceedings(30), 2011.
38. Spremic, M., Z. Zmirak, and K. Kraljevic, "IT and Business Process Performance Management: Case Study of ITIL Implementation in Finance Service Industry", International Conference on Information Technology Interfaces, 2008.
39. Tamm, G. and R. Zarnekow, "Umsetzung eines ITILkonformen IT-Service-Support auf der Grundlage von Web-Services", Wirtschaftsinformatik Proceedings 2005(34), 2005.
40. Tan, W.-G., A. Cater-Steel, and M. Toleman, "Implementing IT service management: a case study focusing on critical success factors", The Journal of Computer Information Systems, 50(2), 2009, pp. 1-12.
41. Tomoda, K., http://www.fujitsu.com/downloads/MAG/vol46-4/paper03.pdf, accessed 9-11-2012.
42. Torraco, R.J., "Writing Integrative Literature Reviews: Guidelines and Examples", Human Resource Development Review, 4(3), 2005, pp. 356-367.
43. Unterharnscheidt, P. and A. Kieninger, "Service Level Management - Challenges and their Relevance from the Customers' Point of View", AMCIS 2010 Proceedings(540), 2010.
44. Vom Brocke, J., A. Simons, B. Niehaves, K. Reimer, R. Plattfaut, and A. Cleven, "Reconstructing the giant: On the importance of rigour in documenting the literature search process", ECIS 2009 Proceedings(161), 2009.
45. Wan, S.H. and Y.-H. Chan, "Improving service management in outsourced IT operations", Journal of Facilities Management, 5(3), 2007, pp. 188-204.
46. Webster, J. and R.T. Watson, "Analyzing the Past to Prepare for the Future: Writing a literature Review", MIS Quarterly, 26(2), 2002, pp. 13-23.
47. Whittleston, S., "IT Service Management Practices in Education; a new breed of IT Professional Concept Paper", UK Academy for Information Systems Conference Proceedings 2009(51), 2009.
48. Winniford, M., S. Conger, and L. Erickson-Harris, "Confusion in the Ranks: IT Service Management Practice and Terminology", Information Systems Management, 26(2), 2009, pp. 153-163.
49. Zorn, T., "Improving The Writing Of Literature Reviews Through A Literature Integration Exercise", Business Communication Quarterly, 69(2), 2006, pp. 172-183.