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Implementing IT Service Management: A systematic literature review

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  • Iden, Jon
  • Eikebrokk, Tom Roar

Abstract

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.

Suggested Citation

  • Iden, Jon & Eikebrokk, Tom Roar, 2013. "Implementing IT Service Management: A systematic literature review," International Journal of Information Management, Elsevier, vol. 33(3), pages 512-523.
    • Handle: RePEc:eee:ininma:v:33:y:2013:i:3:p:512-523
    DOI: 10.1016/j.ijinfomgt.2013.01.004
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    References listed on IDEAS

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    1. Wanda J. Orlikowski & Jack J. Baroudi, 1991. "Studying Information Technology in Organizations: Research Approaches and Assumptions," Information Systems Research, INFORMS, vol. 2(1), pages 1-28, March.
    2. Mauricio Marrone & Lutz Kolbe, 2011. "Impact of IT Service Management Frameworks on the IT Organization," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 3(1), pages 5-18, February.
    3. Jeroen de Jong & Patrick Vermeulen, 2003. "Organizing Successful New Service Development: A Literature Review," Scales Research Reports N200307, EIM Business and Policy Research.
    4. Jon Iden & Bjørnar Tessem & Tero Paivarinta, 2012. "IS development/IT operations alignment in system development projects: a multi-method research," International Journal of Business Information Systems, Inderscience Enterprises Ltd, vol. 11(3), pages 343-359.
    5. Michael Hammer, 2010. "What is Business Process Management?," International Handbooks on Information Systems, in: Jan vom Brocke & Michael Rosemann (ed.), Handbook on Business Process Management 1, pages 3-16, Springer.
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    Cited by:

    1. Alimam, Mayla & Bertin, Emmanuel & Crespi, Noel, 2017. "ITIL perspective on enterprise social media," International Journal of Information Management, Elsevier, vol. 37(4), pages 317-326.
    2. EL Idrissi, Touria & Idri, Ali & Bakkoury, Zohra, 2019. "Systematic map and review of predictive techniques in diabetes self-management," International Journal of Information Management, Elsevier, vol. 46(C), pages 263-277.
    3. Francisco Massaro Mendes-da-Silva & Alberto Luiz Albertin, 2024. "The Impact of IT-Business Strategic Alignment on The Transformation and Operations of Pre-Digital Businesses," RAC - Revista de Administração Contemporânea (Journal of Contemporary Administration), ANPAD - Associação Nacional de Pós-Graduação e Pesquisa em Administração, vol. 28(Vol. 28 N), pages 240128-2401.
    4. Daria Goscinska & Till J. Winkler, 2024. "Providing organizations with a validated instrument for an Enterprise Service Management capability," Electronic Markets, Springer;IIM University of St. Gallen, vol. 34(1), pages 1-17, December.

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