It Service Management

IT Service Management is the management discipline addressing the design, delivery, operation, and continuous improvement of information technology services through process-oriented practices aligned with customer needs and business objectives.

Publications

37.2K

Citations

2.5K

Authors

973

Institutions

Publications per year

2017–2026

224

Variants

Itsm

Parents

Management Information Systems

Children

Asset ManagementAvailability ManagementCapacity ManagementConfiguration ManagementContinual Service ImprovementDeployment ManagementIncident ManagementIt Service Continuity ManagementProblem ManagementRelease Management

Publications

Perceived Service Quality and User Satisfaction with the Information Services Function*

William J. Kettinger, Choong C. Lee · Decision Sciences · 1994 · 752 citations

Business, Information Systems, Management Information Systems +15

The effect of service employees’ technology readiness on technology acceptance

R.M. Walczuch, Jos Lemmink, Sandra Streukens · Information & Management · 2007 · 680 citations

Business, Information Systems, Management Information Systems +13

Critical factors of WAP services adoption: an empirical study

Shin‐Yuan Hung, Cheng‐Yuan Ku, Chia‐Ming Chang · Electronic Commerce Research and Applications · 2003 · 535 citations

Management, Management Information Systems, It Service Management +9

Understanding Internet Banking Adoption and Use Behavior

Siu‐Cheung Chan, Ming-te Lu · Journal of Global Information Management · 2004 · 489 citations

Business, Information Systems, Management Information Systems +16

Tacit and explicit knowledge

Choice Reviews Online · 2011 · 475 citations

Management, Information Systems, Knowledge Management +6

1–5 of 1K

Authors

2.5K

AC
Aileen Cater‐Steel
University of Southern Queensland, Australia
26 publications · 1.2K citations
19
h-index
LS
Larisa Shwartz
IBM Research - Thomas J. Watson Research Center, United States
15 publications · 359 citations
12
h-index
MT
Mark Toleman
University of Southern Queensland, Australia
13 publications · 490 citations
12
h-index
GY
Genady Ya. Grabarnik
IBM Research - Thomas J. Watson Research Center, United States
13 publications · 312 citations
11
h-index
MM
Miguel Mira da Silva
University of Lisbon, Portugal
9 publications · 223 citations
9
h-index

1–5 of 2.5K

Institutions

973

1–8 of 973

Venues

Journal of the Association for Information Systems
JAIS · 24 publications · 665 citations
16
h-index
Communications of the ACM
19 publications · 894 citations
16
h-index
The Electronic Library
15 publications · 497 citations
12
h-index
Information Systems Management
13 publications · 595 citations
11
h-index
Journal of Management Information Systems
JMIS · 11 publications · 1.1K citations
11
h-index

1–5

See also It Service Management
Core Processes	Incident Management Service Strategy Service Design Problem Management Change Management Event Management Request Fulfillment Access Management Service Asset Management Service Transition Service Operation Continual Service Improvement Service-level Agreements
Metrics	Customer Satisfaction Balanced Scorecard Service Continuity Statistical Process Control
Tools	Database Configuration Management
Implementation Challenges	Business-it Alignment Sponsorship Process Ownership Systems Integration Labor Market Skills Shortage Process Standardization Reactive State Management Service-level Agreements