Embedding IT Service Management in the Academic Curriculum: A Cross-national Comparison

Cater-Steel, Aileen; Hine, Michael J.; Grant, Gerald

doi:10.1080/1097198x.2010.10856526

Cited by 8 publications

(1 citation statement)

References 7 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…The narrative inquiry approach entails the documentation and analysis of accounts of a specific domain of discourse, allowing the research participant to tell his or her own story (Hunter, 2004). Narrative inquiry has been used previously in Information Systems research, for example by Hunter and Tan (2001) to identify the major career path impacts of IS professionals, and by Cater-Steel et al (2010) to compare different approaches to ITSM education.…”

Section: Methodsmentioning

confidence: 99%

Decision support systems for IT service management

Cater-Steel

Valverde

Shrestha

et al. 2016

IJIDS

View full text Add to dashboard Cite

Group-based Decision and Knowledge Support Systems have the potential to assist Information Technology Service Managers make sound decisions. We use narrative enquiry and reflective processes to review two recent projects that designed decision support tools for IT Service Management. The Software Mediated Process Assessment project includes a group decision support system to enable the selection of processes for assessment. The Decision Support Recommendation System for IT service operation used a knowledge base to provide recommendations specific to a problem domain such as IT service support. From the use of prior literature, rigorous methods and empirical evidence, contributions are made to Information Systems theory and ITSM practice. Outcomes from projects of this nature demonstrate exemplary cases of success stories where the primary research objective is to develop innovative solutions that work in practice and are grounded in academic rigour.

show abstract

Section: Methodsmentioning

confidence: 99%

Decision support systems for IT service management

Cater-Steel

Valverde

Shrestha

et al. 2016

IJIDS

View full text Add to dashboard Cite

show abstract

Addressing Knowledge Gaps in ITSM Practice with “Learning Digital Commons”: A Case Study

Ramakrishnan,

Gregor,

Shrestha

et al. 2024

Inf Syst Front

View full text Add to dashboard Cite

Information Technology Service Management (ITSM) constitutes a suite of specialized organizational capabilities aimed at optimizing the value derived from IT services. The practice of ITSM encompasses a range of complementary frameworks. However, the practitioner community lacks a comprehensive, holistic understanding of the knowledge embedded within these frameworks.Addressing this gap, we developed Service-Symphony, an instance of a Learning Digital Commons (LEDICO) designed to empower the ITSM community with a holistic knowledge-learning experience, with design principles based on epistemic logic, cognitive constructivist learning theory and cognitive schema theory. Leveraging the Design Science Research (DSR) paradigm, we systematically constructed and assessed Service-Symphony. Evaluation tools included surveys and web analytics. Survey responses revealed a consensus among participants, with the majority expressing alignment with the four design principles underpinning Service-Symphony. Web analytics data further indicated significant engagement, with 148,796 users accessing Service-Symphony between April 2019 and September 2022.This paper contributes both to theory and practice. Theoretical contributions include the establishment of a conceptual model and a multi-grounded design theory based on cognitive constructivist learning, cognitive schema and epistemic logic. The practical contributions include e the deployment of a public domain ITSM digital commons tailored to the specific needs of the ITSM community, which is also used as supplementary learning resource for ITSM students.

show abstract