Processes and Their Frameworks
Management Science
IT Service Management: An Introduction : Based on ITIL (Japanese Version)
IT Service Management: An Introduction : Based on ITIL (Japanese Version)
Communications of the ACM - Services science
A research manifesto for services science
Communications of the ACM - Services science
How to find self-inflicted troubles
Journal of Computing Sciences in Colleges
Proceedings of the South African Institute of Computer Scientists and Information Technologists Conference on Knowledge, Innovation and Leadership in a Diverse, Multidisciplinary Environment
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The economic landscape has changed for the industrialized nations of the world. The most mature nations on the planet have transitioned from agriculture and manufacturing economies to service-based economies. Services constitute more than 75% of industrialized nations' economies. These services are dependent on Information & Communication Technology that is supported by local and global information technology functions or the combination of both. In this paper, we review the modern methods and standards of information technology service management, such as ISO/IEC 20000; emerging pedagogical developments; and alternative approaches to ITSM research.