Service management standards such as the IT Infrastructure Library (ITIL), and now ISO/IEC 20000, provide guidance and tools for the effective management and control of IT service delivery. These standards are of increasing importance to organizations around the globe. Education about these standards and possibilities for training IT staff are, therefore, important. Universities have a place in this education process; however, academics have not embraced these standards in either research or education about them. Regardless, demand grows for IT staff qualified at various levels, particularly on basic or foundational levels, in these standards. This article considers the training offered and the requirement for education related to IT service management. Benefits to universities, graduates, and industry are numerous including increases in student numbers, enhanced employment options for graduates, and improved IT service quality, but there are challenges too, in particular, how to effectively transfer the knowledge to students who have not experienced the IT service environment firsthand.
Case Studies; IT Infrastructure Library (Itil); It Service Management; It Service Management Education; It Service Delivery; It Service Support; Is Curriculum; Iso/Iec 20000; Certification
|Authors||Aileen Cater-Steel (University of Southern Queensland, Australia), Mark Toleman (University of Southern Queensland, Australia)|
|First published / Last update:||2007|