Service Management in Operations

Abstract

In recent years, the growth in popularity of frameworks such as the IT Information Library (ITIL®), the Control Objectives for Information and Technology (COBIT), and the Capability Maturity Model Integrated (CMMI) have caused IT organizations to begin to develop specific service processes for their organizations. This research surveys IT managers on their understanding and practice of service management in IT operations. The results found significant conceptual confusion across the several IT service management models, indicating a need for better definitions, clearer terminology, and broader dissemination of framework information.

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