ITSM References

Addy, Rob (2007). Effective IT Service Management : To ITIL and Beyond Springer-Verlag.

All, A. (2008). ITIL's Popularity Continues to Grow.
http://www.itbusinessedge.com/blogs/tve/?p=286.

Anthes, G. H. (2008). ITIL v3: Five ways to make it work for you. http://www.computerworld.com/action/article.do?command=printArticleBasic&articleId=9077960 .

APMG Group. (2008). ITIL Certification Exams. APMG-UK .

Ashforth, B. E., Kreiner, G. E., & Fugate, M. (2000). All in a day's work: boundaries and micro role transitions at work. Academy of Management Review, 23, 472-491.

Axios Systems. (2-7-2008). ITIL adoption surges despite confusion, says Axios survey. http://www.axiossystems.com/six/en/corporate/news/detail.php/211 .

Baschab, J. & Piott, J. (2007). The Executive's Guide to Information Technology. (2nd ed.) John Wiley & Sons.

Batista, Luciano, Andi Smart, Roger Maull (2008) The systemic perspective of service processes: underlying theory, architecture and approach.  Production Planning & Control. London: July. Vol. 19, Iss. 5; p. 535.

Beachboard, J., Conger, S., Galup, S., Venkataraman, R., Probst, J., & Hernandez, A. (2007). " IT Service Management in the IS Curriculum: A roadmap. " Communications of the AIS, July.   Beachboard et al., 2007.

Behr, Kevin, Gene Kim and George Spafford (2005). The Visible Ops Handbook: Implementing ITIL in 4 Practical and Auditable Steps. Eugene, OR IT Process Institute.

Benyon, Robert andRobert Johnson (2006). Service Agreements. Zaltbommel, Netherlands, Van Haren Publishing.

Broadbent, M. & Kitzis, E. S. (2005). The New CIO Leader. Harvard Business School Press.

Cannon, D. & Wheeldon, D. (2007). ITIL v3 Book 4: Service Operation. London, UK: The Stationary Office of the Office of General Commerce.

Cartlidge, A., Hanna, A., Rudd, C., Macfarlane, I., Windebank, J., & Rance, S. (2007). An Introductory Overview of ITIL v3 London, UK: itSMF Ltd.

Cater-Steel, A. & McBride, N. (2007). "IT service management improvement - actor network perspective." In H. Osterle, J. Schelo, & R. Winter (Eds.), ,i. Proceedings of the 15th European Conference on Information Systems Switzerland: University of St Gallen. pp. 1202-1213.  Cater-Steel and McBride, 2007.pdf

Cater-Steel, A. & Toleman, M. (2007a). "Education for IT service management standards. " International Journal of IT Standards and Standardization Research, 5, 27-41. Cater-Steel and Toleman, 2007a

Cater-Steel, A. & Toleman, M. (2007b). "The Role of universities in IT service management education." In F. B. Tan, J. Thong, & L. J. Janczewski (Eds.), Proceedings of the 11th Pacific Asia Conference on Information Systems . Auckland, NZ: The University of Auckland Business School & AUT University. pp. 369-382. Cater-Steel and Toleman, 2007b

Cater-Steel, A. (2002). Software process evaluation: experience report. Electronic Journal of Information Systems Evaluation, 5. Cater-Steel, 2002

Cater-Steel, A. (2004). "Low-rigour, rapid software process assessments for small software development firms. " Proceedings of the 15th Australian Software Engineering Conference (ASWEC) 2004 . IEEE Computer Society. pp. 368-377.   Cater-Steel, 2004

Cater-Steel, A. (2006). Subscribing to the infrastructure library. Information Age, 1 March, 43-48. 

Cater-Steel, A. (2007a)." Integration of service management with CMMI ? and SPICE. " Proceedings of the 5th Annual SEPG Australia Conference . Gold Coast, Australia: Griffith University. pp. -23.  Cater-Steel, 2007a

Cater-Steel, A. (2007b). ITIL adoption in Australia: 2 years of itSMFA surveys and case studies. In itSMF Australia 10th National Conference and Expo (pp. -26). Melbourne. Cater-Steel, 2007b

Cater-Steel, A., Tan, W. G., & Toleman, M. (2006). Challenge of adopting multiple process improvement frameworks. In 14th European Conference on Information Systems. Cater-Steel, Tan, and Toleman, 2006a

Cater-Steel, A., Tan, W. G., & Toleman, M. (2007). itSMF Australia 2006 Conference: Summary of ITIL Adoption Survey Responses Toowoomba, Australia: University of Southern Queensland. Cater-Steel, Tan, and Toleman, 2006b

Cater-Steel, A., Tan, W. G., & Toleman, M. (2008). itSMF Australia 2007 Conference: summary of ITSM standards and frameworks survey responses Toowoomba, Australia: University of Southern Queensland. 

Cater-Steel, A., Toleman, M., &Tan, W. G., (2006)."Transforming IT Service Management -- The ITIL Impact." Proceedings of the itSMF Australia 10th National Conference and Expo. Adelaide, Australia. 11 Pages.  Cater-Steel, Toleman, and Tan, 2006

Chesbrough, H. & Spohrer, J. (2006a). A Research Manifesto for Services Sciences. Communications of the ACM, 49, 35-40. 

CMMI Product Team (2006). CMMI for Development, Version 1.2. Carnegie Mellon University/Software Engineering Institute.

Conger, Sue & Schultze, U. (2008). IT Governance and Control: Making sense of Standards, Guidelines, and Frameworks Chicago, IL: The Society for Information Management Advanced Practices Council. 

Conger, Sue (2008). "IT Service Management Careers," Presented at AITP 2008 National Collegiate Conference, Memphis, TN, March 27-29, 2008.  

Conger, Sue (2009). " Information Technology Service Management and Opportunities for Information Systems Curricula, " International Journal of Information Systems in the Service Sector, Forthcoming.  Conger, 2009 Forthcoming

Conger, Sue (2009). "IT Infrastructure Library ITIL v3" in Hossein Bigdoli, Ed., The Handbook of Technology Management, John Wiley & Sons, Forthcoming, 2009. 

Conger, Sue and Beki Picus (2008). " Sustainable Certification Using ISO 20000”," Presented at 2008 ASQ Quality Management Division Conference in Orlando Florida on February 21 - 22.  

Conger, Sue, Venkataraman, R., Hernandez, A., & Probst, J. (2008). Market Potential for ITSM Students: A Survey. Forthcoming. 

Conger, Sue, Winniford, MaryAnne, and Erickson-Harris, Lisa (2008). "Service Management in Operations," Accepted for presentation and proceedings publication at the 13^th Americas Conference on Information Systems (AMCIS), Toronto, CA, August 14-17.> Conger, Winniford, and Erickson-Harris, 2008

Cox, D. (2007). ITIL v3 Core Practice Book 4: Service Operations.

Demirkan, H. & Goul, M. (2006). CIS 2006 panel: towards the service oriented enterprise vision: bridging industry and academics. Communications of the AIS, 18, 546-556.

Demirkan, Haluk, Hsing Kenneth Cheng (2008) The risk and information sharing of application services supply chain. European Journal of Operational Research. Amsterdam: Jun 16, 2008. Vol. 187, Iss. 3; p. 765.

Dorgan, S. J. & Dowdy, J. J. (2004). When IT Lifts Productivity McKinsey.

Dubie, D. (2008). ITIL adoption increases in U.S., proficiency still lacking. NetworkWorld.com.

Durvasula, S., Guttmann, M., Kumar, A., Lamb, J., Mitchell, T., Oral, B. et al. (2008). SOA Practitioners Guide Part 2: SOA Reference Architecture http://www.soablueprint.com/whitepapers/SOAPGPart2.pdf .

EXIN. (2008). ISO/IEC 20000 Certification Exams. Examination Board

Farlex (2008). The Free Dictionary. http://www.thefreedictionary.com/service [On-line].

Finden-Brown, C. & Long, J. (2005). " Introducing the IBM Process Reference Model for IT: PRM-IT Sequencing the DNA of IT Management. " IBM Global Services.

Fisher, Cameron A. (2006) Manage digital assets with ITIL: Improve product configurations and service management. Journal of Digital Asset Management. Houndmills: Jan 2006. Vol. 2, Iss. 1; p. 40-50.

Fitzsimmons, J. A. & Fitzsimmons, M. J. (2005). Service Management: Operations, Strategy, Information Technology. (5th ed.) New York, NY: McGraw-Hill/Irwin.

Fleming, W. (2005). Using Cost of Service to Align IT Presentation at itSMF-USA, Chicago, IL.

Fox IT (2003). Introduction to the IT Infrastructure Library (ITIL). http://www.foxit.net/asp/Frames_Set.asp?go2=home

Freedman, Rick (2004) Consulting to Management. Burlingame: Dec. Vol. 15, Iss. 4; p. 31-35.

Galup, S., Dattero, R., Quan, J. and Conger, S. (Forthcoming). "An Overview of Information Technology Service Management." Communications of the ACM.  Galup, Dattero, Quan, and Conger, Forthcoming

Hochstein, Axel, Gerritt Tam, and Walter Brenner. (2005). "ITSM benefit cost and success factors." Communications of the ACM.  Hochstein, 2005

ISO/IEC (2005). ISO/IEC 20000-1 Information Technology - Service Management - Part 1: Specification, and Part 2: Code of Practice Geneva, Switzerland: International Standards Organization.

ITGI (2007). Control Objectives for IT and related Technologies 4.1. Rolling Meadows, IL: IT Governance Institute (ITGI).Cobit

itSMF (2007). An Introductory Overview of ITIL V3 London: IT Service Management Forum. http://www.best-management-practice.com/gempdf/itSMF_An_Introductory_Overview_of_ITIL_V3.pdf

Johnson, M W , A Hately, B A Miller, R Orr (2007). "Evolving standards for IT service management.  "IBM Systems Journal. Armonk: Jul-Sep 2007. Vol. 46, Iss. 3; p. 583-598.

Joshi, N., W Riley, J Schneider, Y-S Tan. (2007). "Integration of domain-specific IT processes and tools in IBM Service Management. "IBM Systems Journal. Armonk: Jul-Sep 2007. Vol. 46, Iss. 3; p. 497-512.

Kalakota, R. & Robinson, M. (2003). From e-business to e-services; Why and Why Now? New York: Addison Wesley.

King, W. R. & Grover, V. (1991). "The Strategic Use of Information Resources: An Exploratory Study." IEEE Transactions on Engineering Management. 38, 293-306. 

King, W. R. & Teo, T. (1997). "Integration between business planning and information systems planning: Validating a stage hypothesis. "Decision Sciences. 28, 279-308. King and Teo, 1997

King, W. R. (1981). "The importance of strategic issues. "Journal of Business Strategy, pp. 74-77. King, 1981

King, W. R. (1985)."Information Technology and Corporate Growth." Columbia Journal of World Business, 20, pp. 29-34. 

King, W. R. (2006). "Developing Global IT Capability. "Information Systems Management, 23, p. 78. King, 2006

King, W. R. (2007). "The IS Organization of the Future: Impacts of Global Sourcing." Information Systems Management, 24, 121-127.  King, 2007

Konstantinos Tserpes, Dimosthenis Kyriazis, Andreas Menychtas, Theodora Varvarigou (2008) "A novel mechanism for provisioning of high-level quality of service information in grid environments. "European Journal of Operational Research. Amsterdam: Dec 16. Vol. 191, Iss. 3; p. 1113.

Kung, Mabel T, Jenny Yi Zhang. (2008). "Analysis of Business Process Models in Enterprise Web Services." International Journal of E-Business Research. Hershey: Apr-Jun. Vol. 4, Iss. 2; p. 69-85.

Lacy, S. & Macfarlane, I. (2007). ITIL v3 Core Practice Book 3: Service Transition.

Lämmer, Anne, Sandy Eggert, Norbert Gronau. (2008). " A Procedure Model for a SOA-Based Integration of Enterprise Systems. "International Journal of Enterprise Information Systems. Hershey: Apr-Jun. Vol. 4, Iss. 2; p. 1-12.

Levitt, T. (1976). "The Industrialization of Service. " Harvard Business Review, Sept-Oct, 63-74.

Lindquist. D, H Madduri, C J Paul, B Rajaraman (2007). " IBM Service Management architecture. " IBM Systems Journal. Armonk: Jul-Sep 2007. Vol. 46, Iss. 3; p. 423-441.

Lynch, C. G. (2006). Most Companies Adopting ITIL Practices. CIO Magazine.

MacFarlane, I. (2007). ITIL v3 Book 3: Service Transition. London, UK: The Stationary Office of the Office of General Commerce.

Martens, C. (2007). IDG News Service. IBM, Oracle, Others Create Services Consortium:  Vendors and University Researchers Create Organization to Bring Service Science to Same Level as Computer Science. InfoWorld.

McAdams, A. (2004). Security and risk management: A fundamental business issue. Information Management Journal, 38, 36-43.

Microsoft Corporation (2008). Microsoft Operations Framework. Microsoft Corporation.

Mora, Manual, Ovsei Gelman, and Rory O'Conner (2007). "On Models and Standards of Processes in SE, SwE, and IT & S Disciplines: Toward a Comparative Framework using the Systems Apporach. " Presented at IS One Works, Las Vegas, April 11-13.   Mora, et al., 2007

Nieves, M. & Iqbal, M. (2007). ITIL v3 Core Practice Book 1: Service Strategy. London, UK: The Stationary Office of the Office of Government Commerce.

Nord, J. H., Nord, G. D., Cormack, S., & Cater-Steel, A. (2007). "IT culture: its impact on communication and work relationships in business." International Journal of Intercultural Information Management, 1, 85-107.

OGC (2007). ITIL V3 Glossary. London, UK: The Stationary Office, The Office of Government Commerce (OGC).

Palmer, Ron (2005). IT Service Management Foundations: ITIL Study Guide Dallas, TX: Gulf Stream Press.

Picus, Beki, and Conger, Sue (2008). "Sustainable Certification Using Vertical & Horizontal Audits," Presented at the 1st All-Texas ITSMF Meeting, Austin, TX, May 20.

Radcliffe, D. (2007). IT Service Management 2007: A Pink Perspective . Pink Elephant.

Reuther, Bernd and Dirk Henrici (2008) ."A model for service-oriented communication systems. " Journal of Systems Architecture. Amsterdam: June. Vol. 54, Iss. 6; p. 594.

Ross, J., Weill, P., Ross, J., & Robertson, D. C. (2006). Enterprise Architecture as Strategy. Harvard Business School Press.

Rudd, C. & Loyd, V. (2007). ITIL v3 Core Practice Book 2: Service Design. London, UK: The Stationary Office of the Office of General Commerce.

Spalding, G. & Case, G. (2007). ITIL v3 Core Practice Book 5: Continual Service Improvement. London: OGC.

Taylor, S. and Ivor Macfarlane (2005). ITIL Small-scale Implementation. London: The Stationary Office of the Office of Government Commerce.

Taylor, S. (2006). ITIL Version 3. Presentation at itSMF-USA, Salt Lake City, UT. 9-23-2006.

Taylor, S. (2007). ITIL Service Management Practices: V3 Qualifications Scheme London, UK: Office of General Commerce (OGC).

The IT Governance Institute (2005). Control Objectives for Information and Technology. (4.0 ed.) ITGI.Download

TSO (2007). ITIL V3 Glossary v01 London: Office of Government Commerce.ITIL V3 Glossary

Van Bon, J. (2002). IT Service Management: An Introduction. Amsterdam, Netherlands: Van Haren Publishing.

Ward, C, V Aggarwal, M Buco, E Olsson, S Weinberger. (2007). "Integrated change and configuration management." IBM Systems Journal. Armonk: Jul-Sep 2007. Vol. 46, Iss. 3; p. 459-479.

Weill, P. & Ross, J. (2004). IT Governance. Harvard Business School Press.

Wittgreffe, J., C. Trollope, and T. Midwinter. (2006) The next generation of systems to support corporate grade ICT products and solutions. BT Technology Journal. London: Oct 2006. Vol. 24, Iss. 4; p. 93 

Zeithaml, V. A. & Bitner, M. J. (1996). Service Marketing. New York, NY: McGraw-Hill.

Zeng, Jihong . (2007) "Improving IT Service Delivery Quality: A Case Investigation. "Journal of American Academy of Business. Cambridge. Hollywood: Sep 2007. Vol. 12, Iss. 1; p. 24-31.