Implementing IT Service Management: A systematic literature review

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摘要

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.

论文关键词:IT Service Management,Information Technology Infrastructure Library,ITSM,ITIL,Literature review

论文评审过程:Available online 22 February 2013.

论文官网地址:https://doi.org/10.1016/j.ijinfomgt.2013.01.004