A Review of IT Service Management and Organisational Changes

Research output: Contribution to conferencePaperResearchpeer-review

  • Pernille Kræmmergaard, Denmark
  • Bjarne Christoffer Lynge, Denmark
  • Christoffer Dalby Schou, Denmark
  • Department of Business Studies
  • Information Systems Research Group
The interest in Information technology service management (ITSM) is increasing in practice and also in research we will argue. The aim of implementation of ITSM in IT organisations is to increase the service towards the IT organisations´ customers, businesses and users, and that requires changes in the way many IT organisations operate and organize themselves around IT. We set out to identify the organisational changes in relation to the implementation of ITSM in organisational setting using Leavitt's diamond model and a literature study in more than 100 IS journals. One of the findings reported here is that not much has been published on organisational changes associated with the implementation of ITSM. Thus more research in this area is needed, and it confirms the argument that ITSM is a growing field of interest.
Original languageEnglish
Publication year2008
Publication statusPublished - 2008
Event5th International Conference on Enterprise Systems, Accounting and Logistics 2008 (ICESAL 2008) - Heraklion, Crete Island, Greece
Duration: 7 Jul 20088 Jul 2008

Conference

Conference5th International Conference on Enterprise Systems, Accounting and Logistics 2008 (ICESAL 2008)
CountryGreece
CityHeraklion, Crete Island
Period07/07/200808/07/2008

    Research areas

  • Information technology Service Management (ITSM), literature study, organisational changes

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