The Development of ITSM Research in Indonesia: A Systematic Literature Review

International Journal of artificial intelligence research

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Field Value
Title The Development of ITSM Research in Indonesia: A Systematic Literature Review
Creator Hayadi, B.Herawan
Sukmana, Husni Teja
Shafiera, Eghar
Kim, Jin-Mook
Subject Information Technology; IT Service
ITSM; Service Quality; ITIL; Service Operation; Service Strategy
Description IT Service Management (ITSM) is a framework used to support businesses by increasing IT service quality. Several studies have tried to examine the development of ITSM based on their respective interests. However, the development of ITSM in Indonesia has not been widely studied, such as the types of research that are most often investigated, what domains are often researched, the areas and types of companies being studied. The things above are the main objectives of this research. The method used in capturing data, screening, and analysis is the systematic literature review method. There are many findings obtained from this research. One of them is the domination of the service operation research area (45%) among other areas. Meanwhile, applied research had been researched quite consistently over the last five years. From these results,  it can be noticed that a deeper understanding of the synchronization between business and IT is needed. This is in accordance with the objectives of ITSM implementation so that future research is expected to provide balance in other areas, such as service strategy, design, transition, operation, and continuous service improvement.
Publisher STMIK Dharma Wacana
Date 2021-07-30
Type info:eu-repo/semantics/article
Peer-reviewed Article
Source International Journal of Artificial Intelligence Research; Vol 5, No 2 (2021): December
Language en
Rights Copyright (c) 2021 International Journal of Artificial Intelligence Research

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