Exploring the role of IT service management and IT service governance within IT governance

Abstract

The number of service qovernance models and service process improvement frameworks is growing rapidly. Often, there is a need to combine several frameworks together. However, it is challenging for quality managers of IT service provider organizations to get a big picture on which frameworks should be used to govern services in addition to IT Infrastructure Library (ITIL) and how these other frameworks supplement the core IT service management (ITSM) processes. This paper discusses the current trends and challenges of IT service management from IT service provider organizations' perspective. The research problem of this study is: What is the role of IT service management and IT service governance within IT governance? The main contribution of this paper is to present results of case study with five IT service provider organizations. As a result of the study, we present our findings on frameworks that were used as a part of ITIL framework.