IT service management knowledge ecosystem – literature review and a conceptual model

Ramakrishnan, Muralidharan and Shrestha, Anup and Cater-Steel, Aileen and Soar, Jeffrey (2018) IT service management knowledge ecosystem – literature review and a conceptual model. In: 29th Australasian Conference on Information Systems (ACIS 2018), 3-5 Dec 2018, Sydney, Australia.

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Information Technology Service Management (ITSM) is a customer-centric approach to manage IT Services in order to provide value to the business. The ITSM Knowledge ecosystem comprises multiple knowledge areas including process frameworks, technology tools and skills. Organisations struggle to comprehend the ecosystem due to the dynamic nature and volume of the business technology environment. A Systematic Literature Review was conducted to understand the state of the current research in ITSM knowledge ecosystem. The review indicated that the focus of the existing research is skewed towards process frameworks knowledge area and neglects tools and training. The approach proposed in the extant research fails to provide a holistic view of the ecosystem. To overcome the limitations a conceptual model is proposed based on Knowledge Commons theory.

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Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: Yes
Item Status: Live Archive
Additional Information: Paper #72. Copyright: © 2018 M. Ramakrishnan, A. Shrestha, A. Cater-Steel and J. Soar. This is an open-access article distributed under the terms of the Creative Commons Attribution-NonCommercial 3.0 Australia License, which permits non-commercial use, distribution, and reproduction in any medium, provided the original author and ACIS are credited.
Faculty/School / Institute/Centre: Current - Faculty of Business, Education, Law and Arts - School of Management and Enterprise
Date Deposited: 08 May 2019 04:56
Last Modified: 26 Jun 2019 05:20
Uncontrolled Keywords: ITSM, IT service management, ITSM knowledge ecosystem, ITIL, knowledge commons
Fields of Research : 08 Information and Computing Sciences > 0806 Information Systems > 080699 Information Systems not elsewhere classified
Socio-Economic Objective: E Expanding Knowledge > 97 Expanding Knowledge > 970108 Expanding Knowledge in the Information and Computing Sciences

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