An IT service management literature review: Challenges, benefits, opportunities and implementation practices

Detalhes bibliográficos
Autor(a) principal: Serrano, J.
Data de Publicação: 2021
Outros Autores: Faustino, J, Adriano, D., Pereira, R., Silva, M. M.
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10071/22920
Resumo: Information technology (IT) service management is considered a collection of frameworks that support organizations managing services. The implementation of these kinds of frameworks is constantly increasing in the IT service provider domain. The main objective is to define and manage IT services through its life cycle. However, from observing the literature, scarcely any research exists describing the main concepts of ITSM. Many organizations still struggle in several contexts in this domain, mainly during implementation. This research aims to develop a reference study detailing the main concepts related with ITSM. Thus, a systematic literature review is performed. In total, 47 articles were selected from top journals and conferences. The benefits, challenges, opportunities, and practices for ITSM implementation were extracted, critically analysed, and then discussed.
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spelling An IT service management literature review: Challenges, benefits, opportunities and implementation practicesBenefitsChallengesImplementation practicesIT service managementOpportunitiesSystematic literature reviewInformation technology (IT) service management is considered a collection of frameworks that support organizations managing services. The implementation of these kinds of frameworks is constantly increasing in the IT service provider domain. The main objective is to define and manage IT services through its life cycle. However, from observing the literature, scarcely any research exists describing the main concepts of ITSM. Many organizations still struggle in several contexts in this domain, mainly during implementation. This research aims to develop a reference study detailing the main concepts related with ITSM. Thus, a systematic literature review is performed. In total, 47 articles were selected from top journals and conferences. The benefits, challenges, opportunities, and practices for ITSM implementation were extracted, critically analysed, and then discussed.MDPI2021-07-13T18:08:13Z2021-01-01T00:00:00Z20212021-07-13T19:07:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10071/22920eng2078-248910.3390/info12030111Serrano, J.Faustino, JAdriano, D.Pereira, R.Silva, M. M.info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-11-09T17:39:52Zoai:repositorio.iscte-iul.pt:10071/22920Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T22:18:23.746943Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv An IT service management literature review: Challenges, benefits, opportunities and implementation practices
title An IT service management literature review: Challenges, benefits, opportunities and implementation practices
spellingShingle An IT service management literature review: Challenges, benefits, opportunities and implementation practices
Serrano, J.
Benefits
Challenges
Implementation practices
IT service management
Opportunities
Systematic literature review
title_short An IT service management literature review: Challenges, benefits, opportunities and implementation practices
title_full An IT service management literature review: Challenges, benefits, opportunities and implementation practices
title_fullStr An IT service management literature review: Challenges, benefits, opportunities and implementation practices
title_full_unstemmed An IT service management literature review: Challenges, benefits, opportunities and implementation practices
title_sort An IT service management literature review: Challenges, benefits, opportunities and implementation practices
author Serrano, J.
author_facet Serrano, J.
Faustino, J
Adriano, D.
Pereira, R.
Silva, M. M.
author_role author
author2 Faustino, J
Adriano, D.
Pereira, R.
Silva, M. M.
author2_role author
author
author
author
dc.contributor.author.fl_str_mv Serrano, J.
Faustino, J
Adriano, D.
Pereira, R.
Silva, M. M.
dc.subject.por.fl_str_mv Benefits
Challenges
Implementation practices
IT service management
Opportunities
Systematic literature review
topic Benefits
Challenges
Implementation practices
IT service management
Opportunities
Systematic literature review
description Information technology (IT) service management is considered a collection of frameworks that support organizations managing services. The implementation of these kinds of frameworks is constantly increasing in the IT service provider domain. The main objective is to define and manage IT services through its life cycle. However, from observing the literature, scarcely any research exists describing the main concepts of ITSM. Many organizations still struggle in several contexts in this domain, mainly during implementation. This research aims to develop a reference study detailing the main concepts related with ITSM. Thus, a systematic literature review is performed. In total, 47 articles were selected from top journals and conferences. The benefits, challenges, opportunities, and practices for ITSM implementation were extracted, critically analysed, and then discussed.
publishDate 2021
dc.date.none.fl_str_mv 2021-07-13T18:08:13Z
2021-01-01T00:00:00Z
2021
2021-07-13T19:07:00Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10071/22920
url http://hdl.handle.net/10071/22920
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv 2078-2489
10.3390/info12030111
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv MDPI
publisher.none.fl_str_mv MDPI
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
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reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
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repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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