<p class="MsoNormal"><span style="font-size: 10pt;">Please distribute to
colleagues and relevant lists.<br>
*************************<br>
CONTENTS OF VOLUME 13, NUMBER 4, (October 2010) OF THE JOURNAL OF GLOBAL
INFORMATION TECHNOLOGY MANAGEMENT (JGITM)</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;">Note that JGITM is now among
the elite group of MIS journals included in the prestigious Social Sciences
Citation Index (SSCI).<span style=""> </span>It is included in
both SSCI and CC/S&BS, both produced by Thomson Reuters.</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;">SPECIAL ISSUE ON “<span style="">GLOBAL ISSUES IN IT SERVITIZATION AND IT
SERVICE MANAGEMENT” </span></span></p>
<p class="MsoNormal"><span style="font-size: 10pt;">GUEST
EDITOR: CAROL POLLARD, </span><span style="font-size: 10pt;">Appalachian State
University, <a href="mailto:pollardce@appstate.edu">pollardce@appstate.edu</a></span></p>
<p class="MsoNormal"><span style="font-size: 10pt;"><a href="http://jgitm.uncg.edu/">http://jgitm.uncg.edu/</a></span></p>
<p class="MsoNormal"><span style="font-size: 10pt;">Publisher: Ivy League
Publishing, <a href="http://www.ivylp.com/">http://www.ivylp.com</a>, email:
<a href="mailto:admin@ivylp.com">admin@ivylp.com</a><br>
******************************************************************************<br>
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., </span></p>
<p class="MsoNormal"><span style="font-size: 10pt;">The University of North
Carolina at Greensboro (<a href="mailto:pcpalvia@uncg.edu">pcpalvia@uncg.edu</a>
and <a href="mailto:rmouzts@uncg.edu">rmouzts@uncg.edu</a>).<br>
******************************************************************************<br>
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 <a href="mailto:pcpalvia@uncg.edu">pcpalvia@uncg.edu</a>.<br>
<br>
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.</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;"> </span></p>
<p class="MsoNormal"><span style="font-size: 10pt;">CONTENTS OF THIS ISSUE OF
JGITM (VOL. 13, NO.4, October 2010)</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;">SPECIAL ISSUE ON “<span style="">GLOBAL ISSUES IN IT SERVITIZATION AND IT
SERVICE MANAGEMENT”</span></span></p>
<p class="MsoNormal"><span style="font-size: 10pt;">GUEST
EDITOR: CAROL POLLARD, </span><span style="font-size: 10pt;">Appalachian State
University, <a href="mailto:pollardce@appstate.edu">pollardce@appstate.edu</a></span></p>
<p class="MsoNormal"><span style="font-size: 10pt;"> </span></p>
<p class="MsoNormal"><span style="font-size: 10pt;">EDITORIAL PREFACE: GLOBAL
ISSUES IN IT SERVITIZATION AND IT SERVICE MANAGEMENT</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;">Carol Pollard, Appalachian
State University, <a href="mailto:pollardce@appstate.edu">pollardce@appstate.edu</a></span></p>
<p class="MsoNormal"><span style="font-size: 10pt;">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.<span style=""> </span>The guest editor introduces the special
issues highlighting various areas of IT services. The special issue editor
notes that c<span style="color: black;">urrently there are three types of
research that fall under the rubrix of IT Services.<span style=""> </span>These are:<span style="">
</span><span style="">Service Science Management and
Engineering (SSME) </span>that focus on servitizing various IT activities; <span style="">Service Computing</span> that focuses on
technical delivery of software-related services, and <span style="">IT Service Management</span> that focuses on closing the gap between
development and operations.<span style=""> </span></span>The
papers in the special issue highlight each of these areas.<span style="color: black;"></span></span></p>
<p class="MsoNormal"><span style="font-size: 10pt;"> </span></p>
<p class="MsoNormal"><span style="font-size: 10pt;">IT SERVICE VALUE CREATION IN
A GLOBAL ENVIRONMENT</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;">Pamela E. Carter, North
Carolina A&T State University, </span><span style="font-size: 10pt;" lang="PT-BR"><a href="mailto:pecarter@ncat.edu">pecarter@ncat.edu</a></span></p>
<p class="MsoNormal"><span style="font-size: 10pt;">The design and delivery of IT
services is increasingly a global endeavor.<span style="">
</span>Organizations of all types are engaging in global activities enabled by
IT services.<span style=""> </span>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.</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;"> </span></p>
<h2 style="margin: 0in 0in 0.0001pt;"><span style="font-size: 10pt; font-family: "Times New Roman","serif"; font-weight: normal; font-style: normal;">AN
INTERNATIONAL ANALYSIS OF IT SERVICE MANAGEMENT BENEFITS AND PERFORMANCE
MEASUREMENT</span></h2>
<p class="MsoNormal"><span style="font-size: 10pt;">Francis Gacenga, University
of Southern Queensland, Australia, <a href="mailto:Gacenga@usq.edu.au">Gacenga@usq.edu.au</a></span></p>
<p class="MsoNormal"><span style="font-size: 10pt;">Aileen Cater-Steel,
University of Southern Queensland, Australia, Aileen <a href="mailto:Cater-Steel@usq.edu.au">Cater-Steel@usq.edu.au</a></span></p>
<p class="MsoNormal"><span style="font-size: 10pt;">Mark Toleman, University of
Southern Queensland, Australia, <a href="mailto:Mark.Toleman@usq.edu.au">Mark.Toleman@usq.edu.au</a><span style=""> </span></span></p>
<p class="MsoNormal"><span style="font-size: 10pt;">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. </span></p>
<p class="MsoNormal"><span style="font-size: 10pt;"> </span></p>
<h2 style="margin: 0in 0in 0.0001pt;"><span style="font-size: 10pt; font-family: "Times New Roman","serif"; font-weight: normal; font-style: normal;">EMBEDDING
IT SERVICE MANAGEMENT IN THE ACADEMIC CURRICULUM: A CROSS-NATIONAL COMPARISON</span></h2>
<p class="MsoNormal"><span style="font-size: 10pt;">Aileen Cater-Steel,
University of Southern Queensland, Australia, <a href="mailto:Aileen.Cater-Steel@usq.edu.au">Aileen.Cater-Steel@usq.edu.au</a></span></p>
<p class="MsoNormal"><span style="font-size: 10pt;">Michael J. Hine, Sprott
School of Business, Carleton University, Canada, <a href="mailto:mhine@sprott.carleton.ca">mhine@sprott.carleton.ca</a></span></p>
<p class="MsoNormal"><span style="font-size: 10pt;">Gerald Grant, Sprott School
of Business,<span style=""> </span>Carleton University,
Canada, <a href="mailto:mhine@sprott.carleton.ca">mhine@sprott.carleton.ca</a> </span></p>
<p class="MsoNormal"><span style="font-size: 10pt;">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. </span></p>
<p class="MsoNormal"><span style="font-size: 10pt;"> </span></p>
<p class="MsoNormal"><a name="OLE_LINK4"></a><a name="OLE_LINK3"><span style=""><span style="font-size: 10pt;">THE EXPERT
OPINION: </span></span></a><span style="font-size: 10pt;">AN INTERVIEW WITH
DAVID CANNON, ITSM PRACTICE PRINCIPAL, HEWLETT-PACKARD COMPANY (HP)</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;">Conducted by Carol Pollard,
Appalachian State University, <a href="mailto:pollardce@appstate.edu">pollardce@appstate.edu</a></span></p>
<p class="MsoNormal"><span style="font-size: 10pt;">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 <span class="apple-style-span"><span style="color: black;">IT services and IT service
management within HP as well as offers advice to </span></span>companies
exploring the use of ITSM in global markets. <span style=""> </span>He also offers advice to academia in
facilitating the implementation of ITSM in organizations.</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;">********************************************</span></p>
<h5 style="margin: 0in 0in 0.0001pt;"><span style="font-weight: normal;">For copies of the above articles, please check for
the Journal of Global Information Technology Management (JGITM) in your
institution's library.</span></h5>
<h5 style="margin: 0in 0in 0.0001pt;"><span style="font-weight: normal;">********************************************</span></h5>
<h5 style="margin: 0in 0in 0.0001pt;"><span style="font-weight: normal;">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.</span></h5>
<p class="MsoPlainText" style="margin: 0in 0in 0.0001pt;"><span style="font-size: 10pt;"> </span></p>
<p class="MsoPlainText" style="margin: 0in 0in 0.0001pt;"><span style="font-size: 10pt;">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.</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;"> </span></p>
<p class="MsoNormal"><span style="font-size: 10pt;">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).</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;">********************************</span></p>
<p class="MsoNormal" style=""><span style="font-size: 10pt; letter-spacing: -0.15pt;">The 12<sup>th</sup> annual Global Information Technology
Management Association (GITMA) World Conference will be held in Las Vegas,
Nevada, USA on June 5, 6, & 7, 2011.<span style="">
</span>The submission deadline is Nov. 15, 2010. <a href="http://www.gitma.org">http://www.gitma.org</a></span><span style="font-size: 10pt;"></span></p>
<p class="MsoNormal"><span style="font-size: 10pt;"> </span></p>
<p class="MsoNormal"><span style="font-size: 10pt;"> </span></p>