Education for IT service management standards

Cater-Steel, Aileen and Toleman, Mark (2009) Education for IT service management standards. In: Selected readings on information technology management: contemporary issues. Information Science Reference (IGI Global), Hershey PA, USA, pp. 293-306. ISBN 978-1-60566-092-9

Text (Documentation)

Download (1487Kb)


Service management standards such as the IT Infrastructure Library (ITIL), and now ISO/IEC 20000, provide guidance and tools for the 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 IT staff are, therefore, important. This chapter considers the training offered 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 firsthand.

Statistics for USQ ePrint 4441
Statistics for this ePrint Item
Item Type: Book Chapter (Commonwealth Reporting Category B)
Refereed: Yes
Item Status: Live Archive
Faculty / Department / School: Historic - Faculty of Business - School of Information Systems
Date Deposited: 06 Jan 2009 04:46
Last Modified: 12 Sep 2016 00:55
Uncontrolled Keywords: service management standards; education; training; IT service delivery
Fields of Research : 13 Education > 1303 Specialist Studies in Education > 130306 Educational Technology and Computing
15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150313 Quality Management
08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management
Socio-Economic Objective: E Expanding Knowledge > 97 Expanding Knowledge > 970108 Expanding Knowledge in the Information and Computing Sciences

Actions (login required)

View Item Archive Repository Staff Only