INFORMATION TECHNOLOGY SERVICE MANAGEMENT:

DEVELOPMENT OVER THE LAST 25 YEARS,

CHALLENGES AND FUTURE OPPORTUNITIES

ABSTRACT
INFORMATION TECHNOLOGY SERVICE MANAGEMENT: DEVELOPMENT
OVER THE LAST 25 YEARS, CHALLENGES AND FUTURE OPPORTUNITIES

Over the years, Information Technology (IT) has been able to establish itself as a vital tool
for businesses to thrive in the modern world. Most of the business services are either a fully
digital service or enabled by IT services. Over dependence on IT services demands IT
service providers to provide a stable service that is in pace with the ever-changing demands
of industry. Information technology service management (ITSM) has gained its popularity as
it ensures that IT systems deliver a stable and evolving service as dictated by the business
environment.

The ITSM journey began as the maintenance service of computer systems in early 80s and
grew as discipline that ensures IT systems are kept in operation (1990s), controls change to
IT systems (2000’s) and streamlines IT system designs and operation (2010s). Current IT
systems deliver and support stable services while keeping pace with the evolving industry
with the help of cutting-edge frameworks such as automation, DevOps, Agile, SRE (site
reliability engineering) etc.

ITSM has been implemented in different frameworks such as ITIL for best practices, ISO
20000 for standards, COBIT for controls, etc. Organisations have implemented various parts
of these frameworks.

This research project will study the journey of ITSM over the last 25 years, evaluate different
frameworks available in the market and present the differences between various frameworks.
It will also evaluate the suitability of frameworks for implementation in various
organisations. Further, this study will examine future trends and challenges of ITSM
implementation.
 CHAPTER 1

1.0 Introduction

Application of Information Technology or popularly known as IT is one of the

most growing aspects in terms of research as well as in its practical formats
Dwivedi et al.(2020; Li et al., (2019). The use of IT in the part of managing the
services of a business is technically termed as ITSM which stands for
information technology service management. The process of using ITSM
among businesses starts with formulating a technical sound environment for
conducting once businesses and providing high-quality data for running the
business in the future Melendez et al.(2016). The use of ITSM helps the
companies to have stability in their technological aspect and insures them of
having a systematically endowed and viable option for managing their services
in the market along with gaining competitive advantage. ITSM has been
implemented in different frameworks such as ITIL for best practice processes,
ISO 20000 for standards, COBIT for controls, etc. Galup et al. (2009); Spremic
et al. (2008); Yao & Wang (2010). Organisations have implemented various
parts of these frameworks. However, it has been seen that with increasing
number of companies using the ITSM framework, those involved in the
academy are mainly in terms of providing an end to end journey of the IT
services. There is so much information required from the end of academics to be
able to have available contents on this emerging topic. The study realises this
necessity and has decided in conducting a systematic literature review for all the
articles present in the domain for the last 25 years for providing a list of
challenges and opportunities related to ITSM which can be applied by
businesses all over the world. The study here would provide an in-detail
proposal for conducting the study and mentioning the specific methods of
selecting the articles for review and arriving at the results for it.
 CHAPTER 2

2.0 Problem Statement

From reviewing of various literature, my view is that there is a lack of written

sources describing the ITSM journey, difference between various frameworks,
gaps in those frameworks and their current state. For any organisation wanting
to move to ITSM, there is no single source available with different ITSM
frameworks, their strengths, and challenges for their adoption.

With advancement of machine learning techniques, further study is required for

how best machine learning can be used to enhance accuracy of prediction of
change and incident outcomes to support decisions on stability of business
functionalities.

With the in mind, following aims and objectives have been consolidated for
more deeper study.

2.1 AIMS:
1) This paper will consolidate the journey for future researchers and
industry practitioners. It will be discussed how the data will be used
by organisations to relate their current positions and practices to
historical data.

2) Contributions of ITIL, ISO2000, COBIT and other frameworks

towards ITSM will be discussed so that future ITSM professionals can
use this paper as a reference guide for implementing any single or a
mix of frameworks in their organisation depending on their need.
 3) This study aims to classify the machine learning models implemented
in ITSM, analyse their strengths and their weaknesses, and identify
gaps and improvements in the models. As ITSM covers end-to-end of
any service and is quite vast subject, this part of the study will focus
on how machine learning can be applied to incident and change
management processes.

4) All organisations generate huge amount of data from ITSM processes

(incident and change management practices). Topics such as how such
data is being used, do we have quality data, what is required to have
quality data and why will be discussed and proposed.

2.2 Objectives:

This study seeks to study about ITSM journey and more specifically related to
the following research questions:
 RQ1: What are various ITSM frameworks available and strengths of each
framework.
 RQ2: How have been the journey of ITSM over last 25 years,
emphasizing on ITIL, Iso20000 and COBIT and what are strengths and
gaps of various frameworks.
 RQ3: What are opportunities in implementation of machine learning on
ITSM processes.
 RQ4: what are various machine learning models available in the market
and their strengths and gaps.
 RQ5: What is currently done for maintaining data quality and what
improvements can be done with AI.
 CHAPTER 3

3.0 Review of Literature

Although the main purpose of the study is to conduct a 25 yearlong detailed

literature review, the study here goes through some of the latest research based
on ITSM to understand a little bit about its functioning before moving into the
methods used for arriving at the results.

Baradari et al. (2021) based their study on understanding the relationship

existing between IT service management and knowledge management for
ensuring the improvement of performances in the businesses. The study shows
the importance of knowledge management in the implementation process of
ITSM. It is found that the effectiveness and efficiency of the various processes
of ITSM will eventually increase when the same is coupled with that the
knowledge management practices. 

Lucio-Nieto & Gonzalez-Bañales (2021) talked about the use and

implementation of IT service management with respect to a food company
operating in the region of Latin America. The study incorporates the special
feature of the service management office tool and discusses its implementation
in the process. The study reveals that it becomes important for the IT service to
ensure the reach of quality and efficiency along with providing scope for the
continuous improvement of the existing process of ITSM. The study also
stresses the point of providing a flexible governance provision for the use of IT
in the scope. 
Pereira & Sachidananda (2021) focused on the aspect of business process
management with respect to the case of incident management. The study
focuses on understanding the time management process enabled for the incident
management process. The study is able to provide a number of insights into the
situation and states that three best practices can be highlighted with respect to
the process. These include automation of the activities, the elimination process
for the activities, and the integrated model of technology being used in the
process. The average processing time can be reduced to a certain extent when
these principles are applied in the field. 

Shastri & Thampi (2021) conducted a study about the automation process of IT
service management. As in the modern world, businesses are highly focused on
integrating digital technologies into their business models, there are a number of
challenges that occur in the way of implementing these ITSM processes. The
process of automation of the entire framework of ITSM is considered here to be
one of the most important steps in the situation. 

Chunpir & Ismailzadeh (2020) made a comparative analysis of the use of ITSM
across a range of sectors including the private sector, libraries, the public
administration domain, and the e-infrastructure developments. While analysing
these four areas with respect to ITSM, it is found that there are six major aspects
related to it .These include forms of organisation, sources of finance,
frameworks developed, the structures of the digital components, and the factors
that influence the implementation guidelines of ITSM. 

Hermita et al. (2020) in their study focused mostly on the designing part of the
ITSM framework applicable in the regions of Indonesia. The study involved
talking about the use of ITSM in the process of helpdesk functioning. The
design of ITSM for this regard must be in line with the standard operating
procedures, the service catalogues provided and the service level agreement one
is in. 

Juliana Sipahutar et al.(2020) explored the perspective of Indonesian start-ups

by understanding the various factors driving the use of IT management and
those serving as barriers to its use. The factors that are commonly found to
cause an impact as drivers include the nature of the system and the amount of
effort required to use the system as a part of the entire business process. The
barriers to the use of ITSM include the innovation involved and the nature of
the operation of the system. The nature of operation in the system serves both as
a driver and a barrier in the implementation process of ITSM among the start-
ups and entrepreneurs working in Indonesia.  

Shrestha et al. (2020) conducted their study to highlight the process of

developing and evaluating the assessment process using the IT service
management. To improve the process here, there are four stages suggested by
the authors. These include the first stage of process identification, the second
stage refers to that of process assessment, and the third one is in regard to
process capability measurement followed by the last one which is the process
improvement stage. It is further suggested that the method can be converted into
a self-accessing and transparent mode. 

Wijatmoko & Siregar (2020) evaluated the process of ITSM by using the
measures of e-GovQual by conducting a case study in the regional office of the
Ministry of Law and human rights.  The results generated from the thorough
analysis of the study suggest that the priority in the process of developing ITSM
must be given to that of information and communication systems with the
eventual goal to improve the service quality. The construction of a roadmap and
blueprint is required for the proper implementation of IT in the sector of public
services.

Aquino et al. (2019) explored the various opportunities existing for the use of IT
service management with respect to the very small organisations. The use of
ITSM becomes very important for the organisations who are using the IT
services for themselves as well as for their customers. The models, which are
found in the industry are often designed with respect to large organisations, are
very difficult to implement at the levels of smaller organisations. The model
proposed in this study is based on ISO/IEC 20000 and it is found to work
relatively better  with respect to the very small organisations. The study
includes testing the implementation process across two firms where the positive
results the above claims can be assured. 

Barreto et al. (2019) in their study specifically focused on ensuring that the most
effective utilisation of IT service management is done so that there is increasing
availability of information systems across businesses. Although there are many
reasons why the IT services have been highly adopted by the businesses, there
does exist various complexities in the management of these new products. The
use of ITSM in such cases provides organisations with a better management
practice with the inclusion of IT services. 

Winkler & Wulf ( 2019) explored the domain of understanding the capabilities
of ITSM’s service effectiveness. The process has become highly discussed
subject in providing IT services across the world. The study used data collected
from 256 organisations and found that the processes of value co-creation and
the facilitation of value internally provided a high strategic plus points and
stability in the maintenance of ITSM. 
Yandri et al. (2019) in their study talked about an evaluation method for the
implementation of the process of ITSM through the use of an information
technology infrastructure library (ITIL). The study used a questionnaire to
discuss the main components of the ITIL cycle. The process involves a total of
four stages which facilitates the entire process. This includes the following
stages in the following order – fuzzification of the process, the creation of
knowledge base, getting inference, and lastly defuzzification. The study finds
that with the application of the four stages the maturity levels are found to
increase for each of the levels. 

Yvonne Black and Mauricio Marrone (2019) have tried to find out some gaps
in the ITSM (more specific to ITIL) research. They have tried to find an
important gap on the benefits of implementing a mixed framework, focusing on
those suited for different kind of organisations and usage of the model
dependant tools. Further study is required to consolidate the gaps and propose
solutions so that business can select the best mix of frameworks suited to the
need of the organisation.

Luke Irwin (2019) wrote that ITIL was developed by the UK government’s
Central Computer and Telecommunications Agency during the 1980s in
response to government agencies and private–sector organisations creating their
own IT management practices. Industries over time adopted the ITIL versions
V2, V3 or the current ITL 4 to various degrees.

Fajar & Andini (2018) used the concept of IT service management for
measuring the influence caused on the overall performance and the consumer
satisfaction resulting from it. The study is based on a case study method and the
results of the study show that there does exist a correlation between the use of
ITSM to enhance the performances of the businesses and its overall impact
found on the satisfaction of the consumers. The balanced scorecard method is
found to be one of the most effective methods of making the full utilisation of
the frameworks. 

MacLean & Titah (2018) conducted a study by considering IT service

management as a part of the management control system for the purpose of
business alignment for IT. The purpose of the paper has been to formulate a
conceptual model in this regard. For the model, the study found that in order to
achieve high levels of productivity and satisfaction of consumers, it is important
to include the following steps in the model – planning, values, rewards,
administrative controls, and cybernetic systems. 

Ravasan et al. (2018) in the study focused on identifying the critical success
factors existing with respect to the implementation of IT service management.
The framework being designed as a part of the ITSM framework make an
important part of the entire ecosystem of IT implementation. Services. The
study used122 responses collected from a questionnaire and the analysis of this
set of data found that there was a total of five categories which can be divided
based on the requirement of the ITSM framework. These include managerial,
human resources, organisational, project management, and process
implementations. 

Foederer (2018) provided just a brief description of ITIL’s journey over 20

years .

Zuev et al. (2018) conducted a study to determine the role played by machine
learning in the process of IT service management or ITSM. The study majorly
focused on determining the accuracy of prediction using the machine learning
datasets. The results showed that while the prediction is quite high it can be
very easily used for the purpose of improving the service process. The service
process often involves a number of stages that all together lead to the
completion of a particular process. The implementation of ITSM in the field has
helped in attaining the accuracy in completing these service processes through
an automated method. 

Ruiz et al. (2018) used the process of simulation to optimise the ITSM process.
The study used the process of multi- method simulation to find the benefits of
the application of the ITSM process. The results of the study showed that the
application of algorithms that are multi-objective in nature can help in solving
the optimization process of the ITSM application across the business.

Verlaine (2017) conducted their study to focus on the building of an agile IT

service management framework. The field of IT in the past few years has been
emerging with a high level of agility. The use of service-oriented practices in
the IT sector allows the providers to provide flexibility and agility in the entire
process. But when considering the cases of ITSM it is often found that the
processes laid down here are quite rigid and include a very high level of control
in the procedure. The study here helps in realizing the need to provide further
agility to the process of ITSM to achieve better results in the future.

Krishnan and Ravindran (2017) based their study towards understanding the
process of IT service management and the possible implications it had on the IT
industry. The economies across the world are experiencing businesses shifting
from a goods-oriented operating system to a service-oriented economy. The
main objective of introducing the IT service management is to help these
companies to integrate the various IT services into the day-to-day operations of
the management. The introduction of the concept of Information Technology
Infrastructure Library (ITIL) is a process, facilitated by the government of UK,
which helps in the process of automation in the ITSM domain.

Eikebrokk and Iden (2017) conducted their study to understand the strategizing
of IT service management and learning about it through the ITIL
implementation. The use of ITIL in the ITSM domain has been analysed and
studied by a few researchers in the past. The study here showed several
practices through which the implementation of ITIL can be utilised to a large
extent. The main concern here is to improve the quality of implementation of an
ITIL and to access its benefits it in a detailed process.

These above studies provide a good introduction to the topic in hand and helps
in learning about the basic idea of it. Sections in chapters 2 & 5 are dedicated
towards understanding the importance of conducting a study like this, the
objective set up for the study along with the research questions identified and
finally about in detail methodology (chapter 4) to be followed in arriving at the
results of the study.
 CHAPTER 4

4.0 Research Methodology

When conducting research, it is very important to formulate an optimal research

design in order to ascertain the completion of the study in a systematic and
scientific manner. The study here as mentioned in the above sections would be
based on a literature review method. The aim of the study specifically lays in
putting forwards the different levels of challenges and those of opportunities as
well in the past 25 years. In the long history of academia and its focus on
building up and keeping track of the long evolution of ITSM, it can only be
justified if a thorough review of the past literature is done. Defined literature
review (LR) as comprehensive study and interpretation of literature on a
specific topic which is used for reviewing the state of a particular field or
domain. Systematic Literature Review or known as SLR on the other hand is
methodology for conducting a rigorous and accurate LR, with a transparent and
reproducible prescript that allows other authors to follow and extend the review
or achieve the same or similar results. It has been referred to as by several
authors to be explicit, systematic and reproducible in nature which helps in the
process of identifying, synthesising as well as for evaluating the process. The
process of conducting an effective SLR for understanding the challenges and
opportunities of ITSM, a systematic step wise approach is laid to collect the
required data for the process. The step wise description for the same are shown
in the sub- sections below.

4.1 Data Collection

The study is specifically directed towards understanding the challenges and
opportunities throughout the last 25 year long journey in the development of
ITSM. For collecting the required set of secondary data, a stepwise direction has
been followed to avoid any deviation from the set method of study. The steps
included are as follows-

1. Describe

As the title here suggests, the first step in the process would be to describe the
related aspects in the field using the following steps-

o The requirement for research and literature review to identify where

we stand now.
o  The objective of the review – to identify what answers available for
the research questions.
o The requirement to prepare the search strings and filters.

2. Conduct the review activities

The second important step is to finally conduct the review process by

incorporating the review activities involved in it. The activities to be strictly a
part of it is as follows.

o Searches google scholar, ResearchGate, ScienceDirect and other

sources by applying the search strings and filters.
o Read through the abstracts to find out the relevancy to the current
study
o A total of around 40 relevant articles needs to be shortlisted
o Information gathering from the shortlisted articles.
3. Summarise the information and report the finding

The final step in the entire process is to systematically arrange the information
being identified and extracted into the form of a well-structured report. The
reporting of the findings plays a very important role as it is the stage of
disclosing the results of the study to the world and it must be done in the most
effective manner.

The following electronic repositories were chosen to continue with the SLR and
collect appropriate information to pursue the established objective of answering
the formulated research questions.
 Google scholar
 ResearchGate
 IEEE online library
 SpringerLink
 ScienceDirect

As gathering data from these repositories ensure the quality of the involved
articles, these are treated to be the only platforms for collecting data for the
systematic literature review.

4.2 Pilot Survey

Before moving into conducting the final systematic literature review, there
would be a pilot survey conducted at a smaller level to determine the
effectiveness of the keywords used and if required to modify them and change
them before the final data collection process.
 CHAPTER 5

5.0 Significance of the Study

The role of technology in the present time is quite unavoidable and requires
equal attention from researchers as well as from the industry. Here the focus is
to identify the challenges and opportunities related to the formulation of
information technology Service management are popularly known as ITSM.
The service sector is one of the most important aspects of the market and
contributes tremendously to the economic development of the various countries.
It has been quite rightly stated in the literature that every sector is a service
sector however there is a difference in the level at which the services are
required to be imported to the customers. In a time like this where technology
has taken the front seat for every sector in the market it is important that the
service system is also facilitated with the help of it. ITSM therefore is an
important tool in the present time and needs to be researched thoroughly for the
future generation to implement them with utmost effect. In order to arrive at a
time to study on the process this particular study is conducting a systematic
literature review to identify the challenges and opportunities related to it. One of
the highlights that can be fulfilled with the help of technology in the sector is
the accuracy of prediction for future of any brand or company. The use of
methods such as data analytics and machine learning which are important
element of ITSM helps businesses to predict their futures and plan accordingly.
The study here would be able to put forward methods of using these
functionalities of machine learning and big data analytics to its best possible
usage by identifying their challenging ideas and by highlighting their
opportunities. The study here would be able to provide an in detailed analyses
of the use of IT in the process of service management through the frameworks
provided in the previous literature to refine and reuse them better in the future.
 CHAPTER 6
6.1 Limitation of the Study

There are often limitations seen for every research conducted. In this case
although the limitations have been minimised to a large extent, there are certain
limitations which could not be further reduced. Firstly, the study is to be
conducted within a limited time frame and hence the time duration for
incorporating of previous literature is 25 years only and not been extended
further. However, keep in mind the significant rise in the use and application of
technology, it is quite optimum to limit the time frame for the past 25 years as
major implementations have only occurred in the last 15 years. The sample size
or in this case the number of articles to be reviewed is limited in nature due to
the time constraints being mentioned which otherwise could have been
extended. Secondly, the study is thoroughly based on past literature and does
not include any empirical evidence on its own. The method of study although is
perfectly in line with the objectives and research questions, it is however,
important to mention that with the help of empirical data there could have been
several further highlights be added into the study.
 CHAPTER 7
7.1 Thesis Structure

On the basis of the above discussions made on the topic, the flow of chapters
below has been created to show the structure to be followed when reporting the
results in the thesis.

1. Introduction- The first chapter in the thesis would be used to set up the
background of the study and provide the definition for the basic terms to
be used in the further course of the study.

2. Review of Literature- Here, the research would include providing a

glimpse on the existing literature in the topic. The chapter would help to
find out about the different aspects in which ITSM has been evaluated
and not only limit to the determination of the challenges and
opportunities.

3. Research Methodology- The methodology chapter would include the

research design to be followed for the entire study. It would highlight the
data collection technique along with the keywords and the databases to be
used.

4. Data Analysis- The methodology chapter would be followed by analysing

the data using the laid down criteria for segregating the challenges and
opportunities into distinct levels.
 5. Findings and Discussion- In this chapter the results from the analysed
data would be used to interpret the challenges and opportunities about
ITSM in the study.

6. Conclusion and Recommendations- The last chapter would put forward

the recommendations observed from the results and make further scopes
for research

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