Topics and Applied Theories in IT Service Management

This article examines the IT Service Management (ITSM) research literature, starting from past up to the present. The applied research method is the literature review, in which a search is conducted across 8 major global, regional, and national conferences as well as 71 international journals. Furthermore, different database searches are performed. In order to classify the results, a morphological box is used. Moreover, a keyword analysis is conducted to obtain an overview about research topics in IT Service Management. The findings suggest that research in the field of ITSM has matured and diversified over the years. Drawing attention to the different research areas of IT Service Management is the specific contribution of this paper to Information Systems (IS) research. In addition, this paper shows, which areas and topics are explored and which are under explored, respectively, have not yet been the focus of research. A research agenda will be proposed to handle the identified areas of future research. Furthermore, this article gives an insight into the applied theories in IT Service Management.