The role of universities in IT service management education

Cater-Steel, Aileen and Toleman, Mark (2007) The role of universities in IT service management education. In: 11th Pacific Asia Conference on Information Systems: Managing Diversity in Digital Enterprises (PACIS 2007), 3-6 July 2007, Auckland, NZ.

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[Abstract]: IT Service management standards such as the IT Infrastructure Library (ITIL), and now ISO/IEC 20000, are of increasing importance to organisations around the globe. These standards provide guidance and tools for effective management and control of IT service delivery. Academics have not embraced these standards in either research or education related to them, but education and training of IT staff is vitally important and in demand. Universities have a unique place in this education process since demand grows for IT staff qualified to various levels, particularly basic or foundation levels, in these standards. This paper outlines the evolution of these standards, and considers the training on offer and the requirement for education related to IT service management. Benefits to universities, graduates and industry are numerous but there are challenges for traditional university structures and academics in delivery of such specific knowledge and skills.

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Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: Yes
Item Status: Live Archive
Additional Information: Authors retain copyright.
Faculty / Department / School: Historic - Faculty of Business - School of Information Systems
Date Deposited: 11 Oct 2007 01:18
Last Modified: 10 Jun 2015 02:20
Uncontrolled Keywords: IT service management; industry certification; ITIL; ISO 20000; IS Curriculum
Fields of Research : 08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management

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