An IT Service Engineering and Management Framework (ITS-EMF)

2. A Review And Synthesis Of It Service Literature

Consequently, in this paper through a conceptual design research method (Glass et al., 2004; Hevner et al., 2004; Mora et al., 2008b) (see Table 1) we: (1) elaborate on an integrated conceptualization of the IT service concept (ITS); (2) formulate and illustrate the ITS-EMF; and (3) identify the academic and practical implications to engineering and managing such services in business organizations. We claim that this framework is useful for mapping services concepts from disparate literature, reducing service conceptual confusion from the multiple available sources, and providing conceptual links between service constructs used in business services and IT and ITSE services layers.