6533b85bfe1ef96bd12ba21f

RESEARCH PRODUCT

Implementing IT Service Management: A systematic literature review

Tom Roar EikebrokkJon Iden

subject

Information managementKnowledge managementITILliterature reviewComputer Networks and Communicationsbusiness.industryComputer scienceIT service managementLibrary and Information SciencesPeer reviewInformation Technology Infrastructure LibraryIT Service ManagementSystematic reviewInformation Technology Infrastructure LibraryITSMVDP::Social science: 200::Library and information science: 320::Information and communication systems: 321businessInformation Systems

description

Author's version of an article in the journal: International Journal of Information Management. Also available from the publisher at: http://dx.doi.org/10.1016/j.ijinfomgt.2013.01.004 This article provides a systematic review of existing research related to the implementation of IT Service Management (ITSM) and the Information Technology Infrastructure Library (ITIL). The review's main goals are to support research; to facilitate other researchers' search for relevant studies; and to propose areas for future studies within this area. In addition, we provide IT managers with useful information on ITSM and ITIL, based on research-based knowledge of their implementation. The review results suggest that motives, critical success factors, implementation status, and benefits are the most frequently studied areas, and that each of these areas would benefit from further exposure.

yearjournalcountryeditionlanguage
2013-06-01International Journal of Information Management
https://doi.org/10.1016/j.ijinfomgt.2013.01.004