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Agile IT Service Management Frameworks and Standards: A Review

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Advances in Software Engineering, Education, and e-Learning

Abstract

IT service management (ITSM) frameworks and standards have helped to manage the planning, design, deployment, operation, and improvement of IT services in business organizations in the last two decades ago. However, the current business environment has changed from stable and midterm user demands to dynamic and short-term ones. Consequently, ITSM frameworks with an agile perspective are now emerging. This paper reviews four of the main proffered agile ITSM frameworks (ITILv4, VeriSM, FitSM, and the ISO/IEC 20000–1:2018) regarding the expected agile tenets literature. It was found that ITILv4 and VeriSM adequately fit the expected agile tenets, but FitSM and the ISO/IEC 20000–1:2018 can be considered lightweight frameworks but not agile ones. Implications for the knowledge and practice, as well as conclusions, are finally reported.

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Author information

Authors and Affiliations

  1. Information Systems, Autonomous University of Aguascalientes, Aguascalientes, Mexico

    M. Mora

  2. Informatics, University of Oldenburg, Oldenburg, Germany

    J. Marx-Gomez

  3. Information Technology and Administration Management, Central Washington University, Ellensburg, WA, USA

    F. Wang

  4. National Data Center, INEGI, Aguascalientes, Mexico

    O. Diaz

Authors
  1. M. Mora
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  2. J. Marx-Gomez
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  3. F. Wang
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  4. O. Diaz
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Corresponding author

Correspondence to M. Mora .

Editor information

Editors and Affiliations

  1. Department of Computer Science, University of Georgia, Athens, GA, USA

    Hamid R. Arabnia

  2. School of Computing and Data Sciences, Wentworth Institute of Technology, Boston, MA, USA

    Leonidas Deligiannidis

  3. Facultad de Informática - CIC PBA, National University of La Plata, La Plata, Argentina

    Fernando G. Tinetti

  4. Department of Computer Science, Southeastern Louisiana University, Hammond, LA, USA

    Quoc-Nam Tran

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Mora, M., Marx-Gomez, J., Wang, F., Diaz, O. (2021). Agile IT Service Management Frameworks and Standards: A Review. In: Arabnia, H.R., Deligiannidis, L., Tinetti, F.G., Tran, QN. (eds) Advances in Software Engineering, Education, and e-Learning. Transactions on Computational Science and Computational Intelligence. Springer, Cham. https://doi.org/10.1007/978-3-030-70873-3_66

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  • DOI: https://doi.org/10.1007/978-3-030-70873-3_66

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-70872-6

  • Online ISBN: 978-3-030-70873-3

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