[AISWorld] JGITM, Vol 13, No 4, October 2010

Thu Sep 30 14:01:37 EDT 2010

Please distribute to colleagues and relevant lists.
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CONTENTS OF VOLUME 13, NUMBER 4, (October 2010) OF THE JOURNAL OF GLOBAL
INFORMATION TECHNOLOGY MANAGEMENT (JGITM)

Note that JGITM is now among the elite group of MIS journals included in the
prestigious Social Sciences Citation Index (SSCI).  It is included in both
SSCI and CC/S&BS, both produced by Thomson Reuters.

SPECIAL ISSUE ON “GLOBAL ISSUES IN IT SERVITIZATION AND IT SERVICE
MANAGEMENT”

GUEST EDITOR: CAROL POLLARD, Appalachian State University,
pollardce at appstate.edu

http://jgitm.uncg.edu/

Publisher: Ivy League Publishing, http://www.ivylp.com, email:
admin at ivylp.com
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IF YOU HAVE NOT RECEIVED A FREE SAMPLE IN THE PAST AND WOULD LIKE TO RECEIVE
ONE, PLEASE WRITE OR SEND AN EMAIL MESSAGE TO THE EDITOR-IN-CHIEF: Prashant
Palvia, Ph.D.,

The University of North Carolina at Greensboro (pcpalvia at uncg.edu and
rmouzts at uncg.edu).
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CALL FOR MANUSCRIPTS: The journal invites contributions from all parts of
the world from academic and industry scholars involved in research,
management, and the utilization of global information resources. Besides
quality work, at a minimum each submitted article should have the following
three components:  an IS topic, an international orientation (e.g., cross
cultural studies or strong international implications), and strong evidence
(e.g., survey data, case studies, experiments, secondary data, etc.).
Please submit your manuscript electronically to the Editor-in-Chief at
pcpalvia at uncg.edu.

REVIEW PROCESS: Each suitable article is blind-reviewed by three members of
the editorial review board. A recommendation is then made by the
Editor-in-Chief or an Associate Editor. The final decision is made by the
Editor-in-Chief.  If a revision is recommended, the revised paper is sent
for final approval to one of the Editors.

CONTENTS OF THIS ISSUE OF JGITM (VOL. 13, NO.4, October 2010)

SPECIAL ISSUE ON “GLOBAL ISSUES IN IT SERVITIZATION AND IT SERVICE
MANAGEMENT”

GUEST EDITOR: CAROL POLLARD, Appalachian State University,
pollardce at appstate.edu

EDITORIAL PREFACE: GLOBAL ISSUES IN IT SERVITIZATION AND IT SERVICE
MANAGEMENT

Carol Pollard, Appalachian State University, pollardce at appstate.edu

IT service management is philosophically focused on the customer’s
perspective of IT’s contribution to business value, and has strong ties to
process improvement methodologies.  The guest editor introduces the special
issues highlighting various areas of IT services. The special issue editor
notes that currently there are three types of research that fall under the
rubrix of IT Services.  These are:  Service Science Management and
Engineering (SSME) that focus on servitizing various IT activities; Service
Computing that focuses on technical delivery of software-related services,
and IT Service Management that focuses on closing the gap between
development and operations.  The papers in the special issue highlight each
of these areas.

IT SERVICE VALUE CREATION IN A GLOBAL ENVIRONMENT

Pamela E. Carter, North Carolina A&T State University, pecarter at ncat.edu

The design and delivery of IT services is increasingly a global
endeavor.  Organizations
of all types are engaging in global activities enabled by IT services.  To
meet the needs of global stakeholders and remain competitive in global
markets, it is important for the IT services that support global business
processes to consistently provide value that meets or exceeds customer
expectations. Drawing from the organization science and service science
literature domains, and using an analytical conceptual research methodology,
this research develops a Global IT Service Value Creation (GITSVC) Framework
and Process Model to address this gap in the literature. Implications and
recommendations for theory and practice are discussed.

AN INTERNATIONAL ANALYSIS OF IT SERVICE MANAGEMENT BENEFITS AND PERFORMANCE
MEASUREMENT

Francis Gacenga, University of Southern Queensland, Australia,
Gacenga at usq.edu.au

Aileen Cater-Steel, University of Southern Queensland, Australia, Aileen
Cater-Steel at usq.edu.au

Mark Toleman, University of Southern Queensland, Australia,
Mark.Toleman at usq.edu.au

It is widely accepted by IT service managers that frameworks such as the IT
Infrastructure Library can deliver real operational efficiencies but there
are few empirical studies that investigate the benefits realised and
performance metrics gathered. This paper provides an international analysis
of IT service management benefits and performance measurement by comparing
the findings from a recent Australian survey with results from a survey in
the United Kingdom and USA. International literature on IS effectiveness and
performance measurement related to ITSM is reviewed and used to guide the
Australian survey. Both surveys report rapid uptake of ITIL® Version 3.
There are many reported benefits supported by metrics at the process level.
However, the comparative analysis of the Australian and UK/USA studies
reveals that there is limited awareness of performance measurement
frameworks.

EMBEDDING IT SERVICE MANAGEMENT IN THE ACADEMIC CURRICULUM: A CROSS-NATIONAL
COMPARISON

Aileen Cater-Steel, University of Southern Queensland, Australia,
Aileen.Cater-Steel at usq.edu.au

Michael J. Hine, Sprott School of Business, Carleton University, Canada,
mhine at sprott.carleton.ca

Gerald Grant, Sprott School of Business,  Carleton University, Canada,
mhine at sprott.carleton.ca

Recently, the discipline of IT Service Management has become globally
recognized as critical to organizations. Academia appears to be lagging
industry in providing education in this field. This paper describes the
motivation, implementation, outcomes and challenges experienced by two
universities, one in Australia and the other in Canada, in designing and
offering an ITSM course. Using a narrative inquiry method, the authors share
their experiences and compare these two cases. The outcomes of the analysis
highlight the need for professional development of Faculty, consideration of
the breadth and depth of content, and balancing of competing Academic goals.
A list of lessons learned is formulated to assist other faculty members
undertaking similar endeavors.

THE EXPERT OPINION: AN INTERVIEW WITH DAVID CANNON, ITSM PRACTICE PRINCIPAL,
HEWLETT-PACKARD COMPANY (HP)

Conducted by Carol Pollard, Appalachian State University,
pollardce at appstate.edu

David Cannon is internationally recognized as a leader in IT Service
Management.  He has more than 15 years experience in IT Service Management.
In his current role within Hewlett-Packard, David is responsible for
establishing and supporting IT Service Management practices in Asia, the USA
and Latin America. The interview discusses key issues and challenges, both
technical and managerial, with IT services and IT service management within
HP as well as offers advice to companies exploring the use of ITSM in global
markets.  He also offers advice to academia in facilitating the
implementation of ITSM in organizations.

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For copies of the above articles, please check for the Journal of Global
Information Technology Management (JGITM) in your institution's library.
******************************************** MISSION: The mission of the
Journal of Global Information Technology Management (JGITM) is to continue
to be the premier journal on Global Information Technology Management.  It
is a refereed international journal supported by global IT scholars from all
over the world.  JGITM publishes articles and reports related to all aspects
of the application of information technology for international business.
For example, it will report on information resource management, managerial
and organizational concerns, educational issues, and innovative applications
related to global IT. Very important to the journal is its emphasis on
quality and relevance.  The journal disseminates this knowledge to
researchers, practitioners, academicians, and educators all over the world
on a timely basis.  Finally, the journal is international in all respects:
content, article authorship, readership, and the editorial board.

SCOPE AND COVERAGE: The journal's scope is multidisciplinary. It publishes
research, applied, and educational articles from all areas of MIS as well as
functional IT applications that have international focus. The journal also
entertains a variety of methodological approaches. It encourages manuscript
submissions from authors all over the world, both from academia and
industry. In addition, the journal will also include educational cases and
reviews of MIS books that have bearing on global aspects. Practitioner input
will be specifically solicited from time-to-time in the form of industry
columns and CIO interviews.

Articles in the journal include, but are not limited to the following
areas:  Frameworks and models for global information systems (GIS),
Development, evaluation and management of GIS, Electronic Commerce, Internet
related issues, Societal impacts of IT in developing countries, IT and
Economic development, IT Diffusion in developing countries, IT human
resource issues, DSS/EIS/ES in international settings, Organizational and
management structures for GIS, Transborder data flow issues, Electronic data
interchange, Telecommunications, Distributed global databases and networks,
Cultural and societal impacts, Comparative studies of nations, and
Applications and case studies (both educational and research).

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The 12th annual Global Information Technology Management Association (GITMA)
World Conference will be held in Las Vegas, Nevada, USA on June 5, 6, & 7,
2011.  The submission deadline is Nov. 15, 2010. http://www.gitma.org
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