Research in Information Technology Service Management (ITSM): Theoretical Foundation and Research Topic Perspectives

摘要

In information systems (IS), Information Technology Service Management (ITSM) has become a popular research area among IS and management researchers as a result of industry push and the development and advancement of research in service sciences. From academic perspective, a growing number of papers have been published addressing many aspects of ITSM issues. This paper presents the results based on a study of comprehensive review of publications in ITSM over the past decade (from 2000 to 2010) with the objective of answering the following research question: what is the current state of research in ITSM, from theoretical foundation and research topic perspectives. Our findings suggest that 1) there is generally a lack of theoretically driven researches; 2) the field is still developing with a growing number of published papers dealing with the development of concepts, constructs, models, methods and implementations for theory development; 3) ITSM performance issues, justifications, and IT Infrastructure Library (ITIL) topics are among the most popular topics of research.