Embedding IT service management in the academic curriculum: a cross-national comparison

Cater-Steel, Aileen and Hine, Michael J. and Grant, Gerald (2010) Embedding IT service management in the academic curriculum: a cross-national comparison. Journal of Global Information Technology Management, 13 (4). pp. 64-92. ISSN 1097-198X


Universities have a responsibility to equip graduates with the knowledge and skills to be productive in their work environment. Recently, the discipline of IT Service Management has become globally recognized as critical to organizations. Academia appears to be lagging industry in providing education in this field. This paper describes the motivation, implementation, outcomes and challenges experienced by two universities, one in Australia and the other in Canada, in designing and offering an ITSM course. Using a narrative inquiry method, the authors share their experiences and compare these two cases. The outcomes of the analysis highlight the need for professional development of Faculty, consideration of the breadth and depth of content, and balancing of competing Academic goals. A list of lessons learned is formulated to assist other faculty members undertaking similar endeavors.

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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Publisher: Ivy League Publishing
Item Status: Live Archive
Additional Information (displayed to public): Permanent restricted access to published version due to publisher copyright policy.
Depositing User: Dr Aileen Cater-Steel
Faculty / Department / School: Historic - Faculty of Business - School of Information Systems
Date Deposited: 25 Oct 2010 11:37
Last Modified: 03 Jul 2013 00:04
Uncontrolled Keywords: IT service management; IT infrastructure library; ISO/IEC 20000; curriculum design; reflective process
Fields of Research (FoR): 13 Education > 1302 Curriculum and Pedagogy > 130202 Curriculum and Pedagogy Theory and Development
08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management
13 Education > 1302 Curriculum and Pedagogy > 130203 Economics, Business and Management Curriculum and Pedagogy
Socio-Economic Objective (SEO): B Economic Development > 89 Information and Communication Services > 8902 Computer Software and Services > 890299 Computer Software and Services not elsewhere classified
B Economic Development > 89 Information and Communication Services > 8999 Other Information and Communication Services > 899999 Information and Communication Services not elsewhere classified
URI: http://eprints.usq.edu.au/id/eprint/8873

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