Relevant research areas in IT service management: an examination of academic and practitioner literatures

Mauricio Marrone, Mara Hammerle

Research output: Contribution to journalArticlepeer-review

12 Citations (Scopus)


Practitioners and academics alike have highlighted that information systems (IS) research may currently have limited use and value to practitioners. Further, research provides examples of positive links between management practices prevalent in the media and their influence on societal views. We focus on increasing relevance of future academic research to practitioners by identifying sources of misalignment between practitioner and academic literatures on the topic of information technology service management (ITSM) and by developing a possible research agenda to address these misalignments. We employ an entity annotator and keyword analysis to compare the main topics evident in academic and practitioner literatures on ITSM and focus on those salient in practitioner literature. Our results suggest that the topics of framework co-implementation, regulations, ITSM tools, gamification, and cloud computing all present fertile grounds for relevant research in ITSM and IS more broadly. Thus, our paper offers a unique way for academics to understand how they can best assist practitioners while increasing the relevance of academic research.

Original languageEnglish
Article number23
Pages (from-to)517-543
Number of pages27
JournalCommunications of the Association for Information Systems
Issue number1
Publication statusPublished - Nov 2017


  • relevance
  • entity annotator
  • IT service management
  • Information Technology Infrastructure Library


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