Information technology service management

Abstract

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.