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Defining the relationships between IT service management and IT service governance

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Abstract

IT service provider organizations need both IT service management (ITSM) and IT service governance (ITSG) to ensure successful service provision for their customers. However, current service science literature has not adequately addressed how these activities differ from each other. Focusing solely on IT service management and ignoring service governance aspects may cause difficulties in measuring the performance of service management, defining and deploying the roles and responsibilities of service management, allocating the resources for right service improvements and adopting the service-oriented process culture. The research problem of this study is: How does IT service management differ from IT service governance? The main contribution of the study is a framework for IT service governance and a roadmap of IT service management frameworks and standards that can be utilized in establishing IT service governance activities. The theory-based framework is validated in an IT service change management case study with five Finnish IT service provider organizations. The results of this study may be used by top management, service directors and the IT service managers of IT service companies to better identify different aspects of IT service management and IT service governance.

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Acknowledgments

This paper is based on research in two research projects: (1) EA knowhow in wellbeing services project funded by the European Union Social Fund (ESF), and (2) Keys to IT Service Management and Effective Transition of Services project funded by the National Technology Agency TEKES (No. 70035/10), European Regional Development Fund (ERDF), and industrial partners.

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Authors and Affiliations

  1. School of Computing, University of Eastern Finland, P.O.B 1627, 70211, Kuopio, Finland

    Marko Jäntti & Virpi Hotti

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  1. Marko Jäntti
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  2. Virpi Hotti
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Correspondence to Marko Jäntti.

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Jäntti, M., Hotti, V. Defining the relationships between IT service management and IT service governance. Inf Technol Manag 17, 141–150 (2016). https://doi.org/10.1007/s10799-015-0239-z

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