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Service Management in Operations
AMCIS 2008 Proceedings
  • Sue Conger, University of Dallas
  • MaryAnne Winniford, Mesa State College
  • Lisa Erickson-Harris,
Publication Date
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.
Citation Information
Sue Conger, MaryAnne Winniford and Lisa Erickson-Harris. "Service Management in Operations" (2008)
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