Conger, S., Winniford, M., & Erickson-Harris, L. (2008). Service management in operations. Proceedings of the Fourteenth Americas Conference on Information Systems

Service management in operations.

This was a long read. The article discusses a survey on the implementation of various forms of ITSM in a rang of US firms with IT departments. Generally firms with larger amounts of employes were more likely to use some form of ITSM.  Which is not so surprising trying to organize and coordinate large amounts of people and technology there needs to be something to keep the anarchy contained. the smaller business were less likely to use ITSM, as staff were more likely to to be performing multiple roles.

A statistic I found interesting was that more firms had implemented Change management than Incident management, it wasn't by much. Incident Management was one of the higher adopted process even higher than the service desk, whose logging these incidents?

The conclusion identifies that there is some conceptual confusion on exactly what a IT service is which I agree with, most people with out any IT knowledge thinks there's computers with programs on and they can send email, explain whats IT service is and there eyes glaze over.

I guess the implications for the of IT operations are less efficiency and more downtime  with no implementation of ITSM, changes happen, changes cause effects and incidents are born and help desk people stay in their jobs fighting fires.