Skip to main content
Disciplines
Automotive Business IT + Informatics Construction + Real Estate Electrical Engineering + Electronics Energy + Sustainability Insurance + Risk Finance + Banking Management + Leadership Marketing + Sales Mechanical Engineering + Materials
Events
DE
EN
Books
Journals
Topic Page
Marketing
Start single access now
Access for companies
EXTENDED SEARCH
Log in
Top
Published in:
Empirical Analysis of Strategies Employed Within an ICT Curriculum to Increase the Quantity of Graduates Read chapter Read first chapter

2021 | OriginalPaper | Chapter

Agile IT Service Management Frameworks and Standards: A Review

Authors : M. Mora, J. Marx-Gomez, F. Wang, O. Diaz

Published in: Advances in Software Engineering, Education, and e-Learning

Publisher: Springer International Publishing

Log in

Activate our intelligent search to find suitable subject content or patents.

search-config
loading …

Abstract

IT service management (ITSM) frameworks and standards have helped to manage the planning, design, deployment, operation, and improvement of IT services in business organizations in the last two decades ago. However, the current business environment has changed from stable and midterm user demands to dynamic and short-term ones. Consequently, ITSM frameworks with an agile perspective are now emerging. This paper reviews four of the main proffered agile ITSM frameworks (ITILv4, VeriSM, FitSM, and the ISO/IEC 20000–1:2018) regarding the expected agile tenets literature. It was found that ITILv4 and VeriSM adequately fit the expected agile tenets, but FitSM and the ISO/IEC 20000–1:2018 can be considered lightweight frameworks but not agile ones. Implications for the knowledge and practice, as well as conclusions, are finally reported.

Dont have a licence yet? Then find out more about our products and how to get one now:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

  • über 102.000 Bücher
  • über 537 Zeitschriften

aus folgenden Fachgebieten:

  • Automobil + Motoren
  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Elektrotechnik + Elektronik
  • Energie + Nachhaltigkeit
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Maschinenbau + Werkstoffe
  • Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

inform now

Springer Professional "Technik"

Online-Abonnement

Mit Springer Professional "Technik" erhalten Sie Zugriff auf:

  • über 67.000 Bücher
  • über 390 Zeitschriften

aus folgenden Fachgebieten:

  • Automobil + Motoren
  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Elektrotechnik + Elektronik
  • Energie + Nachhaltigkeit
  • Maschinenbau + Werkstoffe




 

Jetzt Wissensvorsprung sichern!

inform now

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

  • über 67.000 Bücher
  • über 340 Zeitschriften

aus folgenden Fachgebieten:

  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Versicherung + Risiko




Jetzt Wissensvorsprung sichern!

inform now
previous chapter Research on Efficient and Fuzzy Matching Algorithm in Information Dissemination System
next chapter Contingency Planning: Prioritizing Your Resources
Literature
1.
J. Iden, T.R. Eikebrokk, Implementing IT service management: A systematic literature review. Intern. J. Inf. Manag. 33(3), 512–523 (2013)CrossRef
2.
itSMF UK, ITIL Foundation Handbook (The Stationery Office, London, 2012)
3.
SEI, CMMI for Service Version 1.3, CMU/SEI-2010-TR-034 (Software Engineering Institute, Pittsburgh, 2010)
4.
ISO/IEC, ISO/IEC 20000–1:2005 Information technology – Service Management – Part 1: Specification (International Organization for Standardization, Geneva, 2005)
5.
ISO/IEC, ISO/IEC 20000–1:2005 Information technology — Service Management — Part 2: Code of Practice (International Organization for Standardization, Geneva, 2005)
6.
M. Marrone, F. Gacenga, A. Cater-Steel, L. Kolbe, IT service management: A cross-national study of ITIL adoption. Commun.Assoc. Inf. Syst. 34(1), 49 (2014)
7.
T.R. Eikebrokk, J. Iden, Strategising IT service management through ITIL implementation: model and empirical test. Total Qual. Manag. Bus. Excell. 28(3–4), 238–265 (2017)CrossRef
8.
P. Küller, M. Vogt, D. Hertweck, M. Grabowski, IT service management for small and medium-sized enterprises: a domain specific approach. J. Innov. Manag. Small Medium Enterp. 1, 1–17 (2012)
9.
M. Ciesielska, implementation of service management system in small businesses: problems and success factors. CER Comp. Eur. Res. 2014, 22–26 (2014)
10.
K. Melendez, A. Dávila, M. Pessoa, Information technology service management models applied to medium and small organizations: A systematic literature review. Comp. Stand. Interfaces 47, 120–127 (2016)CrossRef
11.
D.A. Skog, H. Wimelius, J. Sandberg, Digital disruption. Bus. Inform. Syst. Eng. 60(5), 431–437 (2018)CrossRef
12.
R. Hoda, N. Salleh, J. Grundy, The rise and evolution of agile software development. IEEE Softw. 35(5), 58–63 (2018)CrossRef
13.
J. Highsmith, A. Cockburn, Agile software development: The business of innovation. Computer 34(9), 120–127 (2001)CrossRef
14.
15.
B. Verlaine, Toward an agile IT service management framework. Serv. Sci. 9(4), 263–274 (2017)CrossRef
16.
M. Mora, F. Wang, J.M. Gómez, O. Díaz, A Comparative Review on the Agile Tenets in the IT Service Management and the Software Engineering Domains. In International Conference on Software Process Improvement (Springer, Cham, 2019), pp. 102–115
17.
TSO, ITIL Foundation: ITIL, 4th edn. (The Stationery Office Ltd., London, 2019)
18.
C. Agutter, S. van Hove, R. Steinberg, R. England, VeriSM – A Service Management Approach for the Digital Age (Van Haren, Zaltbommel, 2017)
19.
20.
21.
22.
ISO/IEC, ISO/IEC 20000–1:2018 Information technology — Service Management — Part 1: Service Management System Requirements (International Standards Organizations, Geneva, 2018)
23.
S.D. Galup, R. Dattero, J.J. Quan, S. Conger, An overview of IT service management. Commun. ACM 52(5), 124–127 (2009)CrossRef
24.
A.J. Keel, M.A. Orr, R.R. Hernandez, E.A. Patrocinio, J. Bouchard, From a technology-oriented to a service-oriented approach to IT management. IBM Syst. J. 46(3), 549–564 (2007)CrossRef
25.
L. Pilorget, T. Schell, IT Management: The Art of Managing IT Based on a Solid Framework Leveraging the Company“s Political Ecosystem (Springer, Wiesbaden, 2018)CrossRef
26.
R.B. Chase, U.M. Apte, A history of research in service operations: What’s the big idea? J. Oper. Manag. 25(2), 375–386 (2007)CrossRef
27.
S.L. Vargo, R.F. Lusch, The four service marketing myths: remnants of a goods-based, manufacturing model. J. Serv. Res. 6(4), 324–335 (2004)CrossRef
28.
R. Shah, P.T. Ward, Lean manufacturing: context, practice bundles, and performance. J. Oper. Manag. 21(2), 129–149 (2003)CrossRef
29.
K. Conboy, B. Fitzgerald, Toward a conceptual framework of agile methods, in Extreme Programming and Agile Methods – XP/Agile Universe 2004, LNCS, ed. by C. Zannier, H. Erdogmus, L. Lindstrom, vol. 3134, (Springer, Berlin, 2004), pp. 105–116CrossRef
30.
A. Qumer, B. Henderson-Sellers, An evaluation of the degree of agility in six agile methods and its applicability for method engineering. Inform. Software Technol. 50(4), 280–295 (2008)CrossRef
31.
N. Kurapati, V.S.C. Manyam, K. Petersen, Agile software development practice adoption survey, in Agile Processes in Software Engineering and Extreme Programming, XP 2012, LNBIP, ed. by C. Wohlin, vol. 111, (Springer, Berlin, 2012), pp. 16–30CrossRef
32.
H. Alahyari, R.B. Svensson, T. Gorschek, A study of value in agile software development organizations. J. Syst. Softw. 125, 271–288 (2017)CrossRef
Metadata
Title
Agile IT Service Management Frameworks and Standards: A Review
Authors
M. Mora
J. Marx-Gomez
F. Wang
O. Diaz
Copyright Year
2021
Book
Advances in Software Engineering, Education, and e-Learning

Print ISBN: 978-3-030-70872-6

Electronic ISBN: 978-3-030-70873-3

Copyright Year: 2021

DOI
https://doi.org/10.1007/978-3-030-70873-3_66