2014•Unpublished venueRequires access

Widely practiced Information Technology Service management Frameworks

Mohd Idris Javed, Saudi Arabia

Abstract

The Practice of IT Service Management guided frameworks such as ITIL OGC UK has been on the rise with their release version of V3. While there has been some research into the benefits that these frameworks provide, there has been no theoretical basis explaining why Organizations achieve these benefits. Taking a Knowledge-Based View of the organizations provides an understanding of how organizations are able to improve the service delivery when implementing the frameworks. This research illustrates how IT Service Management frameworks can support organizations in improving service delivery while adopting these ITSM frameworks.

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Key concepts: Information Technology Infrastructure Library, Financial management for IT services, IT service management, Process management, Service delivery framework, Knowledge management, Service (business), Incident management