A Review of IT Service Management and Organisational Changes

The interest in Information technology service management (ITSM) is increasing in practice and also in research we will argue. The aim of implementation of ITSM in IT organisations is to increase the service towards the IT organisations´ customers, businesses and users, and that requires changes in the way many IT organisations operate and organize themselves around IT. We set out to identify the organisational changes in relation to the implementation of ITSM in organisational setting using Leavitt's diamond model and a literature study in more than 100 IS journals. One of the findings reported here is that not much has been published on organisational changes associated with the implementation of ITSM. Thus more research in this area is needed, and it confirms the argument that ITSM is a growing field of interest.