Education for IT service management standards

Cater-Steel, Aileen and Toleman, Mark ORCID: (2007) Education for IT service management standards. International Journal of IT Standards and Standardization Research, 5 (2). pp. 27-41. ISSN 1539-3062


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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 organizations around the globe. Education about these standards and possibilities for training of IT staff are, therefore, important. Universities have a place in this education process; however, academics have not embraced these standards in either research or education about them. Regardless, demand grows for IT staff qualified to various levels, particularly basic or foundation levels, in these standards. This paper considers the training on offer and the requirement for education related to IT service management. Benefits to universities, graduates and industry are numerous including increases in student numbers, enhanced employment options for graduates and improved IT service quality but there are challenges too, in particular how to effectively transfer the knowledge to students who have not experienced the IT service environment first hand.

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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: Deposited with blanket permission of publisher.
Faculty/School / Institute/Centre: Historic - Faculty of Business - School of Information Systems (1 Apr 2007 - 31 Dec 2010)
Faculty/School / Institute/Centre: Historic - Faculty of Business - School of Information Systems (1 Apr 2007 - 31 Dec 2010)
Date Deposited: 11 Oct 2007 01:17
Last Modified: 02 Jul 2013 22:48
Uncontrolled Keywords: case studies; IT infrastructure library (ITIL); IT service management; IT service management education; IT service delivery; IT service support; IS curriculum; ISO/IEC 20000 standard; standards certification
Fields of Research (2008): 08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management
Fields of Research (2020): 46 INFORMATION AND COMPUTING SCIENCES > 4609 Information systems > 460908 Information systems organisation and management

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