IT service management evaluation method based on content, context, and process approach: A literature review

Ari Widianto; Apol Pribadi Subriadi

doi:10.1016/j.procs.2021.12.157

IT service management evaluation method based on content, context, and process approach: A literature review

Ari Widianto, Apol Pribadi Subriadi^*

^*Corresponding author for this work

Laboratory of Information System Management

Institut Teknologi Sepuluh Nopember

Research output: Contribution to journal › Conference article › peer-review

4 Citations (Scopus)

Abstract

The main purpose of implementing Information Technology Service Management (ITSM) is to accomplish high service quality. ITSM evaluation is not an easy matter because of its scale and complexity. Choosing the right evaluation method is essential, so it fits the goals and objectives. This paper aims to analyze ITSM evaluation studies to provide useful information for practitioners and researchers. The research method uses a systematic literature review related to ITSM evaluation supported by seven selected academic databases. Several categories of ITSM evaluation are based on content, context, and process by adopting the CCP framework in research results.

Original language	English
Pages (from-to)	410-419
Number of pages	10
Journal	Procedia Computer Science
Volume	197
DOIs	https://doi.org/10.1016/j.procs.2021.12.157
Publication status	Published - 2021
Event	6th Information Systems International Conference, ISICO 2021 - Virtual, Online, Italy Duration: 7 Aug 2021 → 8 Aug 2021

Keywords

CCP framework
IT service management
IT service management Evaluation
ITSM
ITSM evaluation
Literature review

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10.1016/j.procs.2021.12.157

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title = "IT service management evaluation method based on content, context, and process approach: A literature review",

abstract = "The main purpose of implementing Information Technology Service Management (ITSM) is to accomplish high service quality. ITSM evaluation is not an easy matter because of its scale and complexity. Choosing the right evaluation method is essential, so it fits the goals and objectives. This paper aims to analyze ITSM evaluation studies to provide useful information for practitioners and researchers. The research method uses a systematic literature review related to ITSM evaluation supported by seven selected academic databases. Several categories of ITSM evaluation are based on content, context, and process by adopting the CCP framework in research results.",

keywords = "CCP framework, IT service management, IT service management Evaluation, ITSM, ITSM evaluation, Literature review",

author = "Ari Widianto and Subriadi, {Apol Pribadi}",

note = "Publisher Copyright: {\textcopyright} 2021 The Authors. Published by Elsevier B.V.; 6th Information Systems International Conference, ISICO 2021 ; Conference date: 07-08-2021 Through 08-08-2021",

year = "2021",

doi = "10.1016/j.procs.2021.12.157",

language = "English",

volume = "197",

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journal = "Procedia Computer Science",

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T1 - IT service management evaluation method based on content, context, and process approach

T2 - 6th Information Systems International Conference, ISICO 2021

AU - Widianto, Ari

AU - Subriadi, Apol Pribadi

PY - 2021

Y1 - 2021

N2 - The main purpose of implementing Information Technology Service Management (ITSM) is to accomplish high service quality. ITSM evaluation is not an easy matter because of its scale and complexity. Choosing the right evaluation method is essential, so it fits the goals and objectives. This paper aims to analyze ITSM evaluation studies to provide useful information for practitioners and researchers. The research method uses a systematic literature review related to ITSM evaluation supported by seven selected academic databases. Several categories of ITSM evaluation are based on content, context, and process by adopting the CCP framework in research results.

AB - The main purpose of implementing Information Technology Service Management (ITSM) is to accomplish high service quality. ITSM evaluation is not an easy matter because of its scale and complexity. Choosing the right evaluation method is essential, so it fits the goals and objectives. This paper aims to analyze ITSM evaluation studies to provide useful information for practitioners and researchers. The research method uses a systematic literature review related to ITSM evaluation supported by seven selected academic databases. Several categories of ITSM evaluation are based on content, context, and process by adopting the CCP framework in research results.

KW - CCP framework

KW - IT service management

KW - IT service management Evaluation

KW - ITSM

KW - ITSM evaluation

KW - Literature review

UR - http://www.scopus.com/inward/record.url?scp=85123757111&partnerID=8YFLogxK

U2 - 10.1016/j.procs.2021.12.157

DO - 10.1016/j.procs.2021.12.157

M3 - Conference article

AN - SCOPUS:85123757111

SN - 1877-0509

VL - 197

SP - 410

EP - 419

JO - Procedia Computer Science

JF - Procedia Computer Science

Y2 - 7 August 2021 through 8 August 2021

ER -

IT service management evaluation method based on content, context, and process approach: A literature review

Abstract

Keywords

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