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Cited by 40Information Technology Governance and StrategyInformation Systems Education and Curriculum DevelopmentOutsourcing and Supply Chain Management

The DOI matches its Crossref record; 1 of the 1 references it cites were found in a registry or an index.

IT service management evaluation method based on content, context, and process approach: A literature review

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Widianto, Ari, Subriadi, Apol Pribadi·2022·Procedia Computer Science
DOI 10.1016/j.procs.2021.12.157
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Abstract

The main purpose of implementing Information Technology Service Management (ITSM) is to accomplish high service quality. ITSM evaluation is not an easy matter because of its scale and complexity. Choosing the right evaluation method is essential, so it fits the goals and objectives. This paper aims to analyze ITSM evaluation studies to provide useful information for practitioners and researchers. The research method uses a systematic literature review related to ITSM evaluation supported by seven selected academic databases. Several categories of ITSM evaluation are based on content, context, and process by adopting the CCP framework in research results.

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Fig. 2 . Fig. 2. Frequency of focus evaluation.
Fig. 2 . Fig. 2. Frequency of focus evaluation.CC-BY-NC-ND · From the PDF
Fig. 6 . Fig. 6. Frequency of reason to ITSM evaluation.
Fig. 6 . Fig. 6. Frequency of reason to ITSM evaluation.CC-BY-NC-ND · From the PDF

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Citations

Cites

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Research works printed but not linked: 31

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Metadata

Authors
Widianto, A., & Subriadi, A. P.
Affiliations
Institut Teknologi Sepuluh Nopember (ID)
Corresponding author
Subriadi, Apol Pribadi
ORCID
Subriadi, Apol Pribadi
Venue
Procedia Computer Science
Publisher
Elsevier BV
Published
2022
Volume
197
Pages
410-419
ISSN
1877-0509 (ISSN-L)
DOI
10.1016/j.procs.2021.12.157
OpenAlex
W4206842304
Cited by
40
References
1
Citations by year
2026: 8 · 2025: 14 · 2024: 6 · 2023: 8 · 2022: 4
FWCI
10.03
Type
conference paper
Language
en
Open access
Licence
Locations
Procedia Computer Science (publishedVersion, cc-by-nc-nd)
Topics
  • Social Sciences › Business, Management and Accounting › Management Information Systems › Information Technology Governance and Strategy
  • Physical Sciences › Computer Science › Information Systems › Information Systems Education and Curriculum Development
  • Social Sciences › Business, Management and Accounting › Management Information Systems › Outsourcing and Supply Chain Management
Keywords
IT service management, assessment methods, service quality, IT service quality

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CoChat. (2026). Citation check: IT service management evaluation method based on content, context, and process approach: A literature review. https://app.cochat.ai/papers/10.1016/j.procs.2021.12.157
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Widianto, A., & Subriadi, A. P. (2022). IT service management evaluation method based on content, context, and process approach: A literature review. Procedia Computer Science. https://doi.org/10.1016/j.procs.2021.12.157