Education for IT Service Management Standards

International Journal of IT Standards and Standardization Research (IJITSR)

Volumn 5, Issue 2, 2007, Pages 27-41

  Cater Steel, Aileen ^a   Toleman, Mark ^a  

^a UNIVERSITY OF SOUTHERN QUEENSLAND   (Australia)

Author keywords

case studies; IS curriculum; ISO IEC 20000; IT infrastructure library (ITIL); IT service delivery; IT service management; IT service management education; IT service support; standards certification

Indexed keywords

EID: 85001837169     PISSN: 15393062     EISSN: 15393054     Source Type: Journal    
DOI: 10.4018/jitsr.2007070103     Document Type: Article

References (29)

1. Abran, A., Moore, J. W., Bourque, P., & Dupuis, R. (2004). Guide to the Software Engineering Body of Knowledge SWEBOK. Los Alamitos, CA: IEEE Computer Society.
2. Barton, N. (2004, July 8). This year's model: Performance improvement complements IT best practices frameworks. CIO, 2005.
3. Bentley, J. (2006, December). Integration of ITIL into the IS curriculum. Paper presented at the 17th Australasian Conference on Information Systems, Adelaide, South Australia.
4. Bloom, B. S. (Ed.). (1956). Taxonomy of educational objectives: Handbook 1. Cognitive domain. New York: Longman, Green & Co.
5. Cross, P. (2006, November). EXIN & service quality management. Paper presented at the Service Quality Management Foundation Examination Launch Workshop, Sydney, New South Wales.
6. Flynn, W. J. (2001). More than a matter of degree: Credentialing, certification and community colleges. Carisbad, CA: National Council for Continuing Education and Training.
7. Higgins, E., & Tatham, L. (2003). Exploring the potential of multiple-choice questions in assessment. Learning and Teaching in Action, 2(1).
8. Hochstein, A., Tamm, G., & Brenner, W. (2005, May). Service-oriented IT management: Benefit, cost and success factors. Paper presented at the 15th European Conference on Information Systems, Regensburg, Germany.
9. Hurd, J., & Isaak, J. (2005). IT standardization: The billion dollar strategy. International Journal of IT Standards & Standardization Research, 3(1), 68–74.
10. International Organization for Standardization/International Electrotechnical Commission (ISO/IEC). (2004). ISO/IEC 17000:2004 conformity assessment: Vocabulary and general principles. Geneva, Switzerland: International Organization for Standardization.
11. International Organization for Standardization/International Electrotechnical Commission (ISO/IEC). (2005a). ISO/IEC 20000:2005 information technology: Service management. Part 1: Specification. Geneva, Switzerland: International Organization for Standardization.
12. International Organization for Standardization/International Electrotechnical Commission (ISO/IEC). (2005b). ISO/IEC 20000:2005 information technology: Service management. Part 2: Code of practice. Geneva, Switzerland: International Organization for Standardization.
13. IT Service Management Forum (itSMF) Australia. (2003). Best practice: Professional qualifications. Retrieved September 23, 2006, from http://www.itsmf.org.au/aboutbestpractice_pro.asp
14. Jovanovic, R., Bentley, J., Stein, A., & Nikakis, C. (2006). Implementing industry certification in an IS curriculum: An Australian experience. Information Systems Education Journal, 4(59), 3–8.
15. Niessink, F., & van Vliet, H. (1998). Towards mature IT services. Software Process: Improvement and Practice, 4(2), 55–71.
16. Niessink, F., & van Vliet, H. (2000). Software maintenance from a service perspective. Journal of Software Maintenance: Research and Practice, 12(2), 103–120.
17. Office of Government Commerce (OGC). (2005). Introduction to ITIL. London: Stationery Office.
18. Potgieter, B. C., Botha, J. H., & Lew, C. (2005, July). Evidence that use of the ITIL framework is effective. Paper presented at the 18th Annual Conference of the National Advisory Committee on Computing Qualifications, Tauranga, New Zealand.
19. Praeg, C.-P., & Schnabel, U. (2006, January). IT-service cachet: Managing IT-service performance and IT-service quality. Paper presented at the 39th Annual Hawaii International Conference on System Sciences (HICSS'06), HI.
20. Rossi, S. (2006, July 12). University begins local ITIL adoption research. Computerworld.
21. Sallé, M. (2004). IT service management and IT governance: Review, comparative analysis and their impact on utility computing (No.HPL-2004–98). Palo Alto, CA: Hewlett-Packard Company.
22. Schuller, H., & Wheeler, G. (2006, May 31). An ITIL bit of knowledge. Computerworld.
23. Sutharshan, A., Torres, M., & Maj, S. P. (2001, February). Education or training: Meeting student and employer expectations. Paper presented at the 10th Annual Teaching Learning Forum: Expanding Horizons in Teaching and Learning, Perth, WA.
24. Tadmor, Z. (2006). The Triad Research University or a post 20th century research university model. Higher Education Policy, 19, 287–298.
25. Tovey, M., & Lawlor, D. (2004). Training in Australia: Design, delivery, evaluation, management (2nd ed.). Sydney, New South Wales: Pearson Education.
26. Venkataraman, R., & Conger, S. (2006, August 28). Open invitation to itSMF Academic Forum. In AISWORLD Information Systems World Network (Ed.).
27. Vries, H. J. D., Slob, F. J. C., & Zuid-Holland, V. G. (2006). Best practice in company standardization. International Journal of IT Standards and Standardization Research, 4(1), 62–85.
28. Watson, R., Pitt, L., & Kavan, C. (1998). Measuring information systems service quality: Lessons from two longitudinal case studies. MIS Quarterly, 22(1), 61–79.
29. Wilson, E. (2004, May 11). Opening the book on ITIL. Sydney Morning Herald.