IT service management evaluation method based on content, context, and process approach: A literature review
Year: 2022
Type: conference-paper
Study design: Systematic Review
Abstract: The main purpose of implementing Information Technology Service Management (ITSM) is to accomplish high service quality. ITSM evaluation is not an easy matter because of its scale and complexity. Choosing the right evaluation method is essential, so it fits the goals and objectives. This paper aims to analyze ITSM evaluation studies to provide useful information for practitioners and researchers. The research method uses a systematic literature review related to ITSM evaluation supported by seven selected academic databases. Several categories of ITSM evaluation are based on content, context, and process by adopting the CCP framework in research results.
Source: Procedia Computer Science
Authors: Ari Widianto, Apol Pribadi Subriadi
Institution: Institut Teknologi Sepuluh Nopember
Language: English
Subfield: Management Information Systems
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W4206842304