PACIS 2020 Proceedings


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One of the challenges in teaching practitioner-driven Information Systems (IS) courses is to introduce the students to the latest industry practices. This paper discusses an innovative approach that is employed in teaching an Information Technology Service Management (ITSM) course at an Australian university. ITSM is a customer-centric approach that enables businesses to co-create value using IT services. The ITSM body of knowledge has multiple dimensions and is primarily driven by practitioners. To provide a holistic, current industry view, a knowledge repository has been developed following the Design Science Research (DSR) paradigm. The repository is included in the curricula as a complementary learning resource. An evaluation of the knowledge repository has been conducted using methodological triangulation. This paper discusses the problem, solution design and the results of the evaluation.



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