Education for IT Service Management Standards

Education for IT Service Management Standards

Aileen Cater-Steel (University of Southern Queensland, Australia) and Mark Toleman (University of Southern Queensland, Australia)
DOI: 10.4018/978-1-60566-092-9.ch017


Service management standards such as the IT Infrastructure Library (ITIL), and now ISO/IEC 20000, provide guidance and tools for the effective management and control of IT service delivery. These standards are of increasing importance to organizations around the globe. Education about these standards and possibilities for training IT staff are, therefore, important. Universities have a place in this education process; however, academics have not embraced these standards in either research or education about them. Regardless, demand grows for IT staff qualified at various levels, particularly on basic or foundational levels, in these standards. This article considers the training offered and the requirement for education related to IT service management. Benefits to universities, graduates, and industry are numerous including increases in student numbers, enhanced employment options for graduates, and improved IT service quality, but there are challenges too, in particular, how to effectively transfer the knowledge to students who have not experienced the IT service environment firsthand.
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As well as reviewing recent literature on ITIL adoption and training, the authors have conducted two surveys and six case studies of ITIL adoption with IT service managers. The analysis is based on the data gained from these sources. The case studies used structured interviews based on an instrument developed by Hochstein et al. (2005). Structured interviews were conducted with the managers of ITIL implementation projects in six large organizations between March and September 2006. The organizations were selected on the basis of their response to a survey that was conducted at the IT Service Management Forum (itSMF) Australian national conferences in 2005 and 2006. These six case studies complement the survey data and enable both a broad view of the phenomenon as a whole and a richer, more detailed picture of a few organizations. The interviews were recorded and transcribed, checked by the researchers, and confirmed by the interviewees as a valid record of the interviews.

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