- BLS Releases 2004-14 Employment Projections, (http://www.bls.gov/news.release/ecopro.nr0.htm).Google Scholar
- Chesbrough, H. and Spohrer, J. A research manifesto for services science. Comm, of the ACM 49,7, (July 2006), 35--40. Google ScholarDigital Library
- Finden-Brown, C. and Long, J. Introducing the IBM Process Reference Model for IT: PRM-IT Sequencing the DNA of IT Management. IBM Global Services, July 2005.Google Scholar
- Fleming, W. Using Cost of Service to Align IT. Presentation at itSMF, Chicago, IL, 2005.Google Scholar
- ISO/IEC 20000-1 Information Technology---Service Management---Part 1: Specification, and Part 2: Code of Practice, International Standards Organization, Geneva, Switzerland, 2005.Google Scholar
- Lynch, C. G. Most Companies Adopting ITIL® Practices. CIO Magazine, Mar. 1, 2006.Google Scholar
- Martens, C. IDG News Service. IBM, Oracle, others create services consortium Vendors and university researchers create organization to bring service science to same level as computer science. InfoWorld. (Mar. 28, 2007).Google Scholar
- National Academy of Engineering. The Impact of Academic Research on Industrial Performance. The National Academies Press, Washington, DC, 2003.Google Scholar
- Spohrer, J. and Riecken, D. Introduction. Comm. of the ACM 49, 7, (July 2006) 30--32. Google ScholarDigital Library
- Taylor, Sharon. ITIL version 3. Presented at itSMF-USA, Salt Lake City, UT, (Sept. 18--23, 2006).Google Scholar
- van Bon, J. IT Service Management: An Introduction, IT Service Management Forum. Van Haren Publishing, UK, 2002. Google ScholarDigital Library
- Zeithaml, V. A. and Bitner, M. J. Service Marketing, McGraw Hill, NY. 1996.Google Scholar
Index Terms
- An overview of IT service management
Recommendations
Information technology service management: an emerging area for academic research and pedagogical development
SIGMIS CPR '07: Proceedings of the 2007 ACM SIGMIS CPR conference on Computer personnel research: The global information technology workforceThe economic landscape has changed for the industrialized nations of the world. The most mature nations on the planet have transitioned from agriculture and manufacturing economies to service-based economies. Services constitute more than 75% of ...
Integration of IT service management into enterprise architecture
SAC '07: Proceedings of the 2007 ACM symposium on Applied computingEnterprise architecture supports organizational engineering in many ways. Service orientation is regarded as dominant operations model for service providers -- within and beyond IT. As a consequence, it is important to integrate service management and ...
What do agile, lean, and ITIL mean to DevOps?
The value of learning skillsets within a trio of disciplines and the role each plays in DevOps.
Comments