IT service management in the academic curriculum: comparing an Australian and German experience

Cater-Steel, Aileen and Zarnekow, Ruediger and Wulf, Jochen (2011) IT service management in the academic curriculum: comparing an Australian and German experience. In: 15th Pacific Asia Conference on Information Systems (PACIS 2011): Quality Research in Pacific Asia, 7-11 Jul 2011, Brisbane, Australia.

Text (Accepted Version)

Download (191Kb)
Text (Published Version)

Download (222Kb)


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 (ITSM) 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 Germany, in designing and offering an ITSM course. Both universities included the curriculum for industry certification for Foundation level examinations and facilitated student access to these examinations. Using a narrative inquiry method, the authors share their experiences and compare these two courses. The feedback from students clearly indicates that the students value the opportunity to achieve industry certification in ITSM. A list of lessons learnt is formulated to assist other universities undertaking similar endeavours. The outcomes of the analysis highlight the need for professional development and industry certification of Lecturers, the importance of networking with local industry practitioners, and the importance of maintaining course materials to keep current with frameworks used in the ICT industry.

Statistics for USQ ePrint 19277
Statistics for this ePrint Item
Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: Yes
Item Status: Live Archive
Additional Information: Authors retain copyright. This publication is copyright. It may be reproduced in whole or in part for the purposes of study, research, or review, but is subject to the inclusion of an acknowledgment of the source.
Faculty / Department / School: Historic - Faculty of Business and Law - School of Information Systems
Date Deposited: 14 Jul 2011 04:10
Last Modified: 13 Feb 2015 04:13
Uncontrolled Keywords: IT service management; IT infrastructure library; ISO/IEC 20000; industry certification; curriculum design; narrative inquiry; reflective research approach
Fields of Research : 15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150301 Business Information Management (incl. Records, Knowledge and Information Management, and Intelligence)
13 Education > 1303 Specialist Studies in Education > 130306 Educational Technology and Computing
13 Education > 1302 Curriculum and Pedagogy > 130202 Curriculum and Pedagogy Theory and Development
Socio-Economic Objective: C Society > 93 Education and Training > 9303 Curriculum > 930399 Curriculum not elsewhere classified

Actions (login required)

View Item Archive Repository Staff Only