IT service management standards: education challenges

Cater-Steel, Aileen and Toleman, Mark (2010) IT service management standards: education challenges. In: New applications in IT standards: developments and progress. Information Science Reference (IGI Global), Hershey, PA. United States, pp. 225-241. ISBN 978-1-60566-946-5

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Abstract

Service management standards such as the IT infrastructure library (ITIL), and now ISO/IEC 20000, provide guidance and tools for effective management and control of IT service delivery. These standards are of increasing importance to organisations around the globe so education about these standards and possibilities for training of IT staff are important. In the main, academics and Universities have not embraced these standards in either research or education about them; however, demand for IT staff qualified to various levels in these standards grows. Universities have a place in this education process and there are significant benefits to them, the graduates and industry in terms of increases in student numbers, enhanced employment opportunities and improvement in service quality, but there are challenges also especially in relating problems in practice to students. Using results from two national surveys and several case studies, this chapter considers the requirements for education about these important standards


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Item Type: Book Chapter (Commonwealth Reporting Category B)
Refereed: Yes
Item Status: Live Archive
Additional Information: Chpater 12. Permanent restricted access due to publisher copyright restrictions. Print copy held in the USQ Library at call no. 621.39810218 New. Electronic version of book available via USQ Library catalogue.
Depositing User: Mrs Rae Jones
Faculty / Department / School: Historic - Faculty of Business - School of Information Systems
Date Deposited: 20 Aug 2010 07:22
Last Modified: 17 Oct 2014 03:06
Uncontrolled Keywords: information management; information delivery; standards; staff training; universities; IT courses
Fields of Research (FOR2008): 13 Education > 1303 Specialist Studies in Education > 130306 Educational Technology and Computing
13 Education > 1302 Curriculum and Pedagogy > 130213 Vocational Education and Training Curriculum and Pedagogy
15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150313 Quality Management
Socio-Economic Objective (SEO2008): E Expanding Knowledge > 97 Expanding Knowledge > 970108 Expanding Knowledge in the Information and Computing Sciences
Identification Number or DOI: doi: 10.4018/978-1-60566-946-5.ch012
URI: http://eprints.usq.edu.au/id/eprint/7448

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