The DOI matches its Crossref record; 31 of the 32 references it cites were found in a registry or an index; 6 of the 23 sources its claims cite were checked for support.
Digital Transformation of Public Sector Governance With IT Service Management–A Pilot Study
Open accessAbstract
Information Technology or IT is a combination of technology itself and a collection of IT services that ensure the effective implementation of overall Information Technology in an organization. Like other services, Information Technology Service Management (ITSM) has become a global subject because managing IT is only possible through efficient and effective ITSM protocols. A well-implemented ITSM delivery system improves the quality of IT services, which eventually enhances the organization’s overall capacity and output. Public service delivery is closely dependent on the quality IT services that can be acquired through ITSM. This research study reviews some of the established ITSM standards and frameworks like FitSM, ITIL, CobiT, and ISO/IEC 20000 and proposes a most suitable and sustainable tool and its implementation roadmap for the digital transformation of public sector governance. For this pilot study, a public sector organization (PSO) working under the Government of Punjab (GoPb) was selected. This study focuses on an important area that has not yet been adequately addressed, where ITSM delivery can produce tremendous results. This study contributes to academics and researchers since it discusses the selection and implementation of a service management system (SMS) for a PSO while focusing on its needs, requirements, and available resources. In general, the qualitative analysis methodology is used in this research study, and specifically, it can be identified as applied research. The data is collected through a questionnaire, and the results are shown and discussed in the later sections.
Overview
AI snapshot
Written from the paper’s full text.
TL;DR
This pilot study reviews FitSM, ITIL, CobiT, and ISO/IEC 20000 and recommends FitSM as the most suitable ITSM framework for a Government of Punjab public sector organization, proposing an implementation roadmap. It uses qualitative applied research, a PRISMA literature review, and a questionnaire completed by all 13 surveyed administrative, attached, and autonomous bodies.
Key findings
- The PRISMA literature selection started with 114 articles, removed 55 during screening, reviewed 59, removed 42 through inclusion/exclusion criteria, and included 17 articles.
- The study identified 20 common IT services in the PSO and grouped them into eight groups; the PSO oversees 12 attached entities, for a total of 13 administrative, attached, and autonomous bodies.
- FitSM was recommended over ITIL, CobiT, and ISO/IEC 20000 because it is lightweight, open source, free, compatible with ITIL and ISO/IEC 20000, and requires less expertise to implement.
- The proposed FitSM roadmap assigns target capability/maturity levels to processes including SPM Level-02, ISRM Level-03, ProbM Level-01, ConfM Level-01, ChM Level-03, RDM Level-01, and CSI Level-02.
Methods
- Qualitative applied research design, combining a PRISMA-based systematic literature review with a comparative evaluation of FitSM, ITIL, CobiT, and ISO/IEC 20000.
- Interview sessions were conducted with IT resource persons from three entities selected by maximum, minimum, and average number of employees to identify IT services and groups.
- A structured six-part questionnaire was sent to the PSO and its entities; 7 working days were given, all 13 responses were received, and data were entered into Excel for statistical analysis.
Limitations
- The paper does not include an explicit limitations section; its future work states that there is not a considerable amount of literature and research available in the ITSM domain and that it should be explored further.
- Evident from the text: this is a pilot study of a single PSO, with findings based on 13 questionnaire responses and interviews with three entities, so broader generalizability is limited.
- Evident from the text: the study proposes a FitSM implementation roadmap but does not report post-implementation outcomes or measured service improvements from deploying it.
Model-written summary. Check it against the paper before relying on it.
Integrity signals
Registry
Cites
Statistics
Figures
![.FIGURE 21 . FIGURE 20.FitSM parts[35].](/paper-figures/75743cfa5a244a618d8e47aabcf3826f/digital-transformation-of-public-sector-governance-with-it-service-managementa-figure-18.jpg)
![.FIGURE 22 . FIGURE 21.ITIL service life cycle[41].](/paper-figures/723306e6cc474f8d967308ccb316f4b0/digital-transformation-of-public-sector-governance-with-it-service-managementa-figure-19.png)
![FIGURE 23 . FIGURE 23. ISO/IEC 20000 parts for ITSM [44].](/paper-figures/669958d167b24234a919f6a9897b11ee/digital-transformation-of-public-sector-governance-with-it-service-managementa-figure-23.png)
Verification
Claims the paper makes
14 No basis given · 8 Own result · 7 Sources not found · 7 Own interpretation · 5 No full text of the sources · 5 Not checked yet · 3 Supported · 2 Couldn’t confirm · 1 Partly supported · 1 Own method · accuracy not yet measured
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“In this research study, we discussed, analyzed, and evaluated four popular standards and frameworks and found that each one has strong points that distinguish it from the others.”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > VI. CONCLUSION
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Its complexity level is not as high as that of the other three tools.and it is fully compatible with ISO/IEC 20000 and ITIL.”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > IV. DISCUSSION
plain- Asserted: passes — The authors put it forward as true.
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- Based: passes — The paper gives a reason why it holds.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“As a result, this implementation can be replicated in the GoPb's other 300-plus entities.”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > VI. CONCLUSION
plaindirectSingle case- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: unclear — It is unclear why the paper says it holds.
- Probably not a substantial claim. 45
- It may state two separate claims as one. 31
- The quote only partly states this claim. 1
The cited sources support only part of this claim — read each source’s verdict below.
In the paper
“Organizations are now dependent on IT and related services, and for this reason, ITSMs are in high demand to cater to businesses' requirements and fulfil customers' expectations [4].”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > I. INTRODUCTION
What the sources say
- Partly supportedcites [4] sourceExperimental — accuracy not yet measured
The Introduction says organizations are increasingly dependent on IT and that demand for IT services is growing to meet customers’ requirements and expectations. It does not say that IT service management (ITSM) itself is in high demand; the Approach and Key Inputs section recommends an ITSM program for the case-study company. (LLM, conf=0.84)
plaindirect- Asserted: passes — The authors put it forward as true.
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Probably not a substantial claim. The paper’s conclusions may not depend on it. It may state two separate claims as one.
- Partly supported
Every source the paper cites for this claim was checked and supports it.
In the paper
“Many companies focus on including IT services in their product line and providing value-added and quality services to their customers [6].”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > I. INTRODUCTION
What the sources say
- Supportedcites [6] source
Section 2.2 says many companies combine IT with their businesses to become service providers, aiming to offer customers value-added, quality services. This supports the citing sentence’s paraphrase; the supplied passage does not give a page number. (LLM, conf=0.90)
plain- Asserted: passes — The authors put it forward as true.
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- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. It may state two separate claims as one.
- Supported
The cited sources that could be checked couldn’t confirm or dispute this claim.
In the paper
“Some common problems and barriers that resulted in a complete or partial failure of ITSM in PSOs are non-availability”
- Also stated in: § I. INTRODUCTION · plain
“of support from the top management, complexity in applying ITSM standards, the nonexistence of technical know-how, and financial constraints [17].”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > I. INTRODUCTION
What the sources say
- Could not verifycites [17] sourceExperimental — accuracy not yet measured
The Introduction discusses variation in ITSM implementation, and Appendix A mentions high costs in a process-assessment context. Neither passage links the listed barriers to complete or partial ITSM failure in public-sector organizations. Searches for PSOs, failure, management support, technical know-how, and financial constraints found no passage addressing that claim. (LLM, conf=0.73)
plaindirect- Asserted: passes — The authors put it forward as true.
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- Load-bearing: unclear — It is unclear whether the paper’s conclusions depend on it.
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It may state two separate claims as one.
- Also stated in: § I. INTRODUCTION · plain
Every source the paper cites for this claim was checked and supports it.
In the paper
“Organizations offering IT as an additional service have become the reason for developing and implementing ITSM systems [3].”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > I. INTRODUCTION
What the sources say
- Supportedcites [3] Daza, 2014, Methodology for a practical implementation of management standards in concrete service provisioning scenarios
Section 1.1 (Background) says that organizations can offer IT as an additional service and calls this opportunity one of the best reasons to develop and implement an ITSM system. This directly supports the citing sentence's paraphrase. (LLM, conf=0.93)
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
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Probably not a substantial claim. The paper’s conclusions may not depend on it.
- Supported
Every source the paper cites for this claim was checked and supports it.
In the paper
“For literature selection, we adopted the PRISMA methodology to make a systematic review of the existing research in the field of ITSM [33].”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > A. LITERATURE SELECTION
What the sources say
- Supportedcites [33] source
The cited paper identifies and explains PRISMA, including its study-selection checklist and flow diagram (Development of PRISMA; The PRISMA checklist, Methods). The citation identifies the framework the citing authors say they used; it does not ask the source to verify that they followed it or to address ITSM research. (LLM, conf=0.90)
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
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- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
- Supported
The cited sources that could be checked couldn’t confirm or dispute this claim.
In the paper
“This resistance and formal and complicated administrative processes make things more complex; therefore, undue delay and unexpected outcomes are observed most of the time [16].”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > I. INTRODUCTION
What the sources say
- Could not verifycites [16] sourceExperimental — accuracy not yet measured
The Introduction discusses difficulties tracking and resolving IT service tickets, not resistance or complicated administrative processes in public-sector organizations. Searches for those processes, undue delays, and unexpected outcomes found no passage addressing the attributed claim; page numbers were unavailable in our copy. (LLM, conf=0.76)
plaindirect- Asserted: passes — The authors put it forward as true.
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It may state two separate claims as one.
- Could not verify
The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“The PSO oversees 12 attached entities, for a total of 13 administrative, attached, and autonomous bodies.”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > C. DATA COLLECTION
plain- Asserted: passes — The authors put it forward as true.
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- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. It may state two separate claims as one.
The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“Well-defined and well-documented activities and procedures are available for handling the change, and the procedure is also defined to prioritise the changes.”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > 5) CHANGE MANAGEMENT (CHM)
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: fails — The paper may give no reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. The paper may give no reason why it holds. It may state two separate claims as one.
The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“We also proposed FitSM's implementation roadmap to streamline the IT services in the PSO.”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > VI. CONCLUSION
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
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Probably not a substantial claim.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Finally, 17 articles were left and are included.”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > VOLUME 11, 2023
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
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Probably not a substantial claim. The paper’s conclusions may not depend on it. It may state two separate claims as one. The quote only partly states this claim.
The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“Finally, we were able to achieve the objectives of this study, which were selecting the most appropriate ITSM tool and its implementation model for a PSO.”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > VI. CONCLUSION
plainSingle case- Asserted: passes — The authors put it forward as true.
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Probably not a substantial claim. It may state two separate claims as one.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Based on the interview and assessment about working styles and IT services in the PSO, twenty most common IT services are identified and then grouped them into eight groups.”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > B. IDENTIFICATION OF IT SERVICES AND GROUPS
plain- Asserted: passes — The authors put it forward as true.
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It may state two separate claims as one.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Figure 3 shows the PRISMA flow diagram, in which we initially selected 114 (112+2) articles for our study.”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > VOLUME 11, 2023
plain- Asserted: passes — The authors put it forward as true.
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Probably not a substantial claim. The paper’s conclusions may not depend on it.
The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“ConfiM is not recommended as a way to control CI because there aren't many assets and CI that are related to configuration.”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > 4) CONFIGURATION MANAGEMENT (CONFM)
plain- Asserted: passes — The authors put it forward as true.
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Probably not a substantial claim. The paper may give no reason why it holds.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Based on the screening criteria set before, 55 articles were removed.We were left with 59 articles to review, and by applying inclusion and exclusion criteria, another 42 articles were removed.”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > VOLUME 11, 2023
plain- Asserted: passes — The authors put it forward as true.
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Probably not a substantial claim. The paper’s conclusions may not depend on it. It may state two separate claims as one.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“After a detailed analysis of the results based on the questionnaire, a baseline is defined for capability and maturity levels, and phase-wise implementation of FitSM is recommended.”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > 1) SUCCESS FACTOR
plain- Asserted: passes — The authors put it forward as true.
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Probably not a substantial claim.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Whereas ISO/IEC 20000 is less complex than ITIL, it is still a standard for organisations to demonstrate their compliance with standards, and in PSOs, there are no such requirements.”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > IV. DISCUSSION
plain- Asserted: passes — The authors put it forward as true.
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Probably not a substantial claim. The paper’s conclusions may not depend on it. The paper may give no reason why it holds.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Keeping in view the specific requirements and organisational structure, FitSM, a lightweight ITSM toll covering the maximum requirements, is the most suitable one for the PSO.”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > VI. CONCLUSION
plain- Asserted: passes — The authors put it forward as true.
- Checkable: fails — It may be too vague to check against evidence.
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Probably not a substantial claim. It may be too vague to check against evidence.
- Rests on an assumption: ITSM standards and practices have become more complex and laborious to implement from scratch.
- Rests on an assumption: A flexible system is good for an organisation lacking expertise.
- Rests on an assumption: Employees are expected to be reluctant to change their behaviour.
- Rests on an assumption: FitSM requires less expertise than other ITSM tools.
- Rests on an assumption: FitSM is easy to implement.
- Rests on an assumption: FitSM is free.
In the paper
“Another popular international IT service management standard is ISO/IEC 20000, which was introduced in 2005, revised in 2011, and then implemented in 2018 [44].”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > 4) ISO/IEC -20000-1
What the sources say
- Not matchedcites [44] 2022
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
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- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. It may state two separate claims as one.
- Not matched
In the paper
“An effective ITSM supports the stream of the DPBR (demand → plan → build → run) approach that is used for the documentation and communication of the processes and can be a tool or enabler for lean approach implementation [9].”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > I. INTRODUCTION
What the sources say
- Not checked — no full text of the sourcecites [9] DuMoulin, 2012, Lean IT service management—Understanding and navigating the cultural silos of IT value streams troy source
plaindirect- Asserted: passes — The authors put it forward as true.
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Probably not a substantial claim. The paper’s conclusions may not depend on it. It may state two separate claims as one.
The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“This study focuses on an important area that has not yet been adequately addressed, where ITSM delivery can produce tremendous results.”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > Abstract
plain- Asserted: passes — The authors put it forward as true.
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Probably not a substantial claim. It may be too vague to check against evidence. The paper may give no reason why it holds.
In the paper
“FitSM has six parts that cover ITSM standards.FitSM 0-3 are the core parts, samples, and templets; FitSM 4 is imple- mentation guidelines; and FitSM 5 is maturity and capability assessment tools [36].”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > 1) FITSM
What the sources say
- Not checked yetcites [36] 2019
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
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- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. It may state two separate claims as one.
The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“The ISO/IEC 20000-1, or Part 1, Service Management System Requirements, covers an organization's overall requirements to implement ITSM.Part 2, Guidance on the Application of Service Management Systems, describes the best practises that the industries have adopted.”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > 4) ISO/IEC -20000-1
plain- Asserted: passes — The authors put it forward as true.
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Probably not a substantial claim. The paper’s conclusions may not depend on it. It may state two separate claims as one.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“FitSM.All features available in FitSM also satisfy the objectives of this study, therefore, we recommend FitSM for an implementation in our selected PSO.”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > IV. DISCUSSION
plain- Asserted: passes — The authors put it forward as true.
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Probably not a substantial claim. The paper may give no reason why it holds.
In the paper
“A lean approach's basic purpose is getting work done effectively and efficiently while maintaining”
- Also stated in: § I. INTRODUCTION · plain
“service quality, performance, and availability [8].”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > I. INTRODUCTION
What the sources say
- Not checked — no full text of the sourcecites [8] source
plain- Asserted: passes — The authors put it forward as true.
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- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
- Also stated in: § I. INTRODUCTION · plain
In the paper
“FitSM is a lightweight, open-source, and easy-to-implement ITSM tool that is suitable for any type and size of organization.”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > 1) FITSM
What the sources say
- Not checked yetcites [36] 2019
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
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- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. It may state two separate claims as one.
The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“As stated earlier, POSs work under the same principles, and their IT-related services and requirements are more or less common.”
- Also stated in: § IT Service Management is another promising domain within · plain
“The PSOs work on identical lines throughout the work”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > VI. CONCLUSION
plain- Asserted: passes — The authors put it forward as true.
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Probably not a substantial claim. The paper may give no reason why it holds. It may state two separate claims as one.
- Also stated in: § IT Service Management is another promising domain within · plain
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Therefore, any stronger and more popular tool could have resultantly failed during its initial implementation phase.”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > VI. CONCLUSION
hedgedconditional- Asserted: passes — The authors put it forward as true.
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Probably not a substantial claim. It may be too vague to check against evidence. The paper may give no reason why it holds.
- Rests on an assumption: Employees are expected to be reluctant to change their behaviour.
In the paper
“and compatible with ITIL and ISO/IEC 20000-1 [36].”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > 1) FITSM
What the sources say
- Not checked yetcites [36] 2019
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. It may state two separate claims as one.
In the paper
“ITIL provides comprehensive standards for setting up and managing ITSM and has three parts: 1) General Management Practices (14 practices), 2) Service Management Practices (17 practices), and 3) Technical Management Practices (3 practices) [41].”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > 2) ITIL
What the sources say
- Not matchedcites [41] 2022
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
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Probably not a substantial claim. The paper’s conclusions may not depend on it. It may state two separate claims as one.
- Not matched
The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“Its implementation is divided down into seven general requirements and 14 process requirements, totaling 69 processes.”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > IV. DISCUSSION
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. It may state two separate claims as one.
In the paper
“The key challenges and obstacles to maintaining quality IT services are lack of planning and other factors like people, processes, and technology [14].”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > I. INTRODUCTION
What the sources say
- Not matchedcites [14] Albulescu, Implementing ITIL methodology within a company. A survey on 10 organizations about the pre-implementation, during and after-implementation period
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: unclear — It is unclear whether the paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
- Not matched
The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“The ISO/IEC 20000 standard was originally developed to replicate the best practises of ITIL.”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > 4) ISO/IEC -20000-1
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
In the paper
“CobiT 5 defines a set of generic processes and categorises them into two main areas: 1) IT Governance and 2) IT Management.These two areas are further divided into five domains and 40 processes [43].”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > 3) COBIT
What the sources say
- Not checked yetcites [43] 2022
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. It may state two separate claims as one.
The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“In FitSM, the capability of every single process is evaluated, whereas the maturity level test applies to the overall quality of ITSM.”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > 1) SUCCESS FACTOR
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. It may state two separate claims as one.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“The Known Error Database (KEDB) is also to be updated, and every incident will be added to the KEDB.This way, sufficient material will be available to avoid the reoccurrence of errors.”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > Description:
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: passes — The paper’s conclusions depend on it.
- Based: fails — The paper may give no reason why it holds.
Probably not a substantial claim. The paper may give no reason why it holds.
The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“ITSM success is determined by technology, processes, and people.”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > 1) SUCCESS FACTOR
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: fails — The paper may give no reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. The paper may give no reason why it holds.
The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“FitSM-6 provides a self-assessment tool called the Capability and Maturity Assessment Scheme, in which two types of capability and maturity assessments are defined.”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > 1) SUCCESS FACTOR
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: fails — The paper may give no reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. The paper may give no reason why it holds. It may state two separate claims as one.
In the paper
“Many organizations are facing IT regulatory issues in governance, management, and IT service delivery.These issues are mostly concerned with revenue, the assessment of acceptable risks, and the use of enterprise resources [1].”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > I. INTRODUCTION
What the sources say
- Not checked — no full text of the sourcecites [1] source
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. It may state two separate claims as one.
In the paper
“The lean methodology can be adopted at any time after careful analysis of the inputs and outputs of SMS [7].”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > I. INTRODUCTION
What the sources say
- Not checked yetcites [7] Ravikrishnan, 2022
plainconditional- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
In the paper
“About 80% of IT service outages are due to the people and process-related issues, and the rest are caused by technological problems [15].”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > I. INTRODUCTION
What the sources say
- Not checked — no full text of the sourcecites [15] source
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. It may state two separate claims as one.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“After 7 days, in total, we received all 13 responses.”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > C. DATA COLLECTION
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
In the paper
“The FitSM is designed using a process model, which is derived from common ITSM best practices [46].”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > IV. DISCUSSION
What the sources say
- Not checked — no full text of the sourcecites [46] source
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
In the paper
“The implementation and day-to-day work go together, increasing the workload on employees, which makes them restrained and unhappy while working late (ALBULESCU, 2020).”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > I. INTRODUCTION
What the sources say
- Not matchedcites (ALBULESCU, 2020)
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. It may state two separate claims as one.
- Not matched
In the paper
“Generally, the ITSM standards and frameworks are complicated, and their implementation is considered problematic because the expertise and required”
- Also stated in: § I. INTRODUCTION · plain
“competencies are not available to understand the processes and procedures, especially for SMEs [2].”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > I. INTRODUCTION
What the sources say
- Not matchedcites [2] Michael, IT service management frameworks compared—Simplifying service portfolio management
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
plaindirect- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: unclear — It is unclear whether the paper’s conclusions depend on it.
- Based: passes — The paper gives a reason why it holds.
It may state two separate claims as one.
- Also stated in: § I. INTRODUCTION · plain
In the paper
“ITSM has become more of a practise than a theory used in various flavours in the IT industry and still requires a great deal of understanding to keep improving on the best practises [5].”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > I. INTRODUCTION
What the sources say
- Not matchedcites [5] Angel, IT service management and incident management: Literature review and a case study
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
plain- Asserted: passes — The authors put it forward as true.
- Checkable: fails — It may be too vague to check against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. It may be too vague to check against evidence. The paper’s conclusions may not depend on it. It may state two separate claims as one.
- Not matched
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“FitSM requirements are grouped into two types: general requirements and process-specific requirements.General requirements are seven in number and covered in the first part, whereas 14 process requirements are grouped under process-specific requirements.”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > 1) FITSM
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“The FitSM process model has 14 process requirements as shown in Table 9, and these processes are grouped into two further sub-groups: planning and delivery-related processes and operations and control processes.”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > B. IMPLEMENTATION ROADMAP
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. It may state two separate claims as one.
In the paper
“It was introduced by the Office of Government Commerce (OGC), UK, and covers all required processes of ITSM and is truly focused on service design, transition, and operation areas [39]”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > 2) ITIL
What the sources say
- Not matchedcites [39] 2022
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: passes — The paper gives a reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. It may state two separate claims as one.
- Not matched
The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“FitSM has five capability and maturity levels (0-5) as described in Table 8 but addresses only 0-3 for the purpose.”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > 1) SUCCESS FACTOR
plain- Asserted: passes — The authors put it forward as true.
- Checkable: passes — It can be checked against evidence.
- Load-bearing: fails — The paper’s conclusions may not depend on it.
- Based: fails — The paper may give no reason why it holds.
Probably not a substantial claim. The paper’s conclusions may not depend on it. The paper may give no reason why it holds. It may state two separate claims as one.
The paper relies on this without support.
A well-implemented ITSM delivery system improves the quality of IT services, which eventually enhances the organization's overall capacity and output.
“A well-implemented ITSM delivery system improves the quality of IT services, which eventually enhances the organization's overall capacity and output.”
The paper relies on this without support.
Public service delivery is closely dependent on the quality IT services that can be acquired through ITSM.
“Public service delivery is closely dependent on the quality IT services that can be acquired through ITSM.”
The paper relies on this without support.
PSOs require special consideration due to their unique requirements and working style.
“There are many standards, practices, and tools available for ITSM, but PSOs require special consideration due to their unique requirements and working style.”
The paper relies on this without support.
PSOs commonly lack planning, make poor resource allocations, fail to take responsibility, are slow to respond, and are especially resistant to change.
“When we talk about PSOs, we must understand that we are dealing with an organisation that lacks planning, makes poor resource allocations, fails to take responsibility, is slow to respond, and is especially resistant to change, all of which are common throughout the world.”
The paper relies on this without support.
People working at PSOs are more interested in the ownership of processes than the output of those processes.
“People working at PSOs are more interested in the ownership of processes than the output of those processes.”
The paper relies on this without support.
Top management at PSOs makes policies and procedures without taking stakeholders or relevant professionals on board.
“The top management makes policies and procedures without taking the stakeholders or relevant professionals on board.”
The paper relies on this without support.
ITSM implementation in an organisation is a team effort and requires effective inter-department coordination.
“ITSM implementation in an organisation is a team effort and requires effective inter-department coordination.”
The paper relies on this without support.
In PSOs, there are no requirements to demonstrate compliance with standards.
“Whereas ISO/IEC 20000 is less complex than ITIL, it is still a standard for organisations to demonstrate their compliance with standards, and in PSOs, there are no such requirements.”
The paper relies on this without support.
In most PSOs, IT is a minor stakeholder.
“In most of the PSOs, IT is a minor stakeholder, and implementing CobiT firsthand could be a great mess.”
The paper relies on this without support.
In public offices, there are no IT service planning and delivery services available to the public.
“FitSM's 1-8 processes are related to IT service planning and delivery, and in public offices, there are no such services available to the public.”
The paper relies on this without support.
ITSM standards and practices have become more complex and laborious to implement from scratch.
“ITSM standards and practises have become more complex and laborious to implement from scratch.”
The paper relies on this without support.
A flexible system is good for an organisation lacking expertise.
“A flexible system is always considered good for an organisation lacking expertise.”
The paper relies on this without support.
Employees are expected to be reluctant to change their behaviour.
“Our key consideration during selecting the best tool and proposing the implementation roadmap was an expected reluctance to change the behaviour of the employees.”
The paper relies on this without support.
FitSM requires less expertise than other ITSM tools.
“It requires less expertise, is easy to implement, and is free.”
The paper relies on this without support.
FitSM is easy to implement.
“It requires less expertise, is easy to implement, and is free.”
The paper relies on this without support.
FitSM is free.
“It requires less expertise, is easy to implement, and is free.”
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
Each contradiction between two passages listed here was confirmed by an independent check.
Rated minor: it would not touch a result — a value no result rests on, a p-value that stays on the same side of the significance level, or a conflict that is clerical, resolved elsewhere in the paper, or outside its own findings.
In the paper
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > 1) SUCCESS FACTOR
“FitSM has five capability and maturity levels”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > 1) SUCCESS FACTOR
“(0-5)”
Rated minor: it would not touch a result — a value no result rests on, a p-value that stays on the same side of the significance level, or a conflict that is clerical, resolved elsewhere in the paper, or outside its own findings.
In the paper
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > III. RESEARCH METHODOLOGY AND STUDY RESULTS
“In general, the research methodology used in this study can be classified as qualitative analysis [32]”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > References
“32. Delivering Value to Today's Digital Enterprise, Forbes Insights, Trenton, NJ, USA, 2017.”
Rated minor: it would not touch a result — a value no result rests on, a p-value that stays on the same side of the significance level, or a conflict that is clerical, resolved elsewhere in the paper, or outside its own findings.
In the paper
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > 1) FITSM
“FitSM has six parts that cover ITSM standards.FitSM 0-3 are the core parts, samples, and templets; FitSM 4 is imple- mentation guidelines; and FitSM 5 is maturity and capability assessment tools [36].”
§ Digital Transformation of Public Sector Governance With IT Service Management-A Pilot Study > 1) SUCCESS FACTOR
“FitSM-6 provides a self-assessment tool called the Capability and Maturity Assessment Scheme”
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Metadata
- Authors
- Sarwar, M. I., Abbas, Q., Alyas, T., Alzahrani, A., Alghamdi, T., & Alsaawy, Y.
- Affiliations
- Superior University (PK)
- University of Sargodha (PK)
- Lahore Garrison University (PK)
- Islamic University of Madinah (SA)
- Venue
- IEEE Access
- Published
- 2023
- Volume
- 11
- Pages
- 6490-6512
- ISSN
- 2169-3536 (ISSN-L)
- OpenAlex
- W4316660929
- Cited by
- 101
- References
- 32
- Citations by year
- 2026: 38 · 2025: 29 · 2024: 23 · 2023: 11
- FWCI
- 19.79
- Type
- journal article
- Language
- en
- Open access
- gold
- doi.org
- Locations
- IEEE Access (publishedVersion, cc-by)
- DOAJ (DOAJ: Directory of Open Access Journals) (submittedVersion, cc-by-sa)
- Topics
- Social Sciences › Business, Management and Accounting › Management Information Systems › Information Technology Governance and Strategy
- Social Sciences › Political Science and International Relations › E-Government and Public Services
- Social Sciences › Political Science and International Relations › Public Administration in Developing Nations
- Keywords
- IT service management, digital transformation, public governance, public sector organizations, IT service management standards, ITIL, ISO 20000, COBIT, implementation roadmap, IT service quality
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
A language model drew the claims from the paper on 2026-11-07, under version 3 of the claim definition (model deepseek-v4.1-flash, prompt extract-v3).
A second model labelled each claim on 2026-11-07 (model jev-1.13-20260917, definition revision gold-guideline-v0.2).
Cited sources are checked with a language model’s help (gpt-6-sol).
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
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