IT Service Management (ITSM) is generating much interest in industry as the quality and reliability of IT services are increasingly recognized as a critical factor for business success. Academic researchers have been slower to respond to industry demand for IT service management research and coursework. This paper argues that academia has an important role to play in integrating ITSM concepts and skills into traditional information systems coursework, specifically system development. The core systems analysis and design course is used to illustrate how IT service management concepts and models can be introduced into existing coursework to support the focus on IT services required by industry today, eventually reducing the growing percentage of IT budgets currently attributed to the operation and maintenance stages of ‘nonservitized’ systems development projects.
Pollard, Carol E.; Gupta, Dhiraj; and Satzinger, John W., "Integrating SDLC and ITSM to 'Servitize' Systems Development" (2009). AMCIS 2009 Proceedings. 415.