In recent years, organizations have made significant IT investments, including digital
transformation programs, with the aim of enhancing the quality and delivery of services, and …

This article provides a systematic review of existing research related to the implementation
of IT Service Management (ITSM) and the Information Technology Infrastructure Library …

Information technology (IT) service management is considered a collection of frameworks
that support organizations managing services. The implementation of these kinds of …

A key requirement for service providers is to define, manage and deliver Information
Technology (IT) services to effectively support business goals and customer needs. Several …

Government regulations that limit social and community activities to reduce the spread of
COVID-19 have a very negative impact on the economy. This negative impact has a more …

Abstract Information systems (IS) service organizations are increasingly more concerned
with their ability to co-create digital services with customers in service ecosystems …

High availability of information technology (IT)-applications and-infrastructure components is
a significant factor for the success of organizations because more and more business …

Research on the Information Technology Infrastructure Library (ITIL) lacks appropriate
theories and models that capture the distinct characteristics and implications of the ITIL …

Abstract Information technology infrastructure library (ITIL) framework is a set of
comprehensive publications providing descriptive guidance on the management of IT …

Abstract Enterprise Social Media (ESM) services have been largely considered in the
literature as a new innovation; and thus a number of academic and industrial interests have …