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Addressing Knowledge Gaps in ITSM Practice with “Learning Digital Commons”: A Case Study

Author

Listed:
  • Muralidharan Ramakrishnan

    (University of Southern Queensland)

  • Shirley Gregor

    (The Australian National University)

  • Anup Shrestha

    (University of Southern Queensland)

  • Jeffrey Soar

    (University of Southern Queensland)

Abstract

Information Technology Service Management (ITSM) constitutes a suite of specialized organizational capabilities aimed at optimizing the value derived from IT services. The practice of ITSM encompasses a range of complementary frameworks. However, the practitioner community lacks a comprehensive, holistic understanding of the knowledge embedded within these frameworks. Addressing this gap, we developed Service-Symphony, an instance of a Learning Digital Commons (LEDICO) designed to empower the ITSM community with a holistic knowledge-learning experience, with design principles based on epistemic logic, cognitive constructivist learning theory and cognitive schema theory. Leveraging the Design Science Research (DSR) paradigm, we systematically constructed and assessed Service-Symphony. Evaluation tools included surveys and web analytics. Survey responses revealed a consensus among participants, with the majority expressing alignment with the four design principles underpinning Service-Symphony. Web analytics data further indicated significant engagement, with 148,796 users accessing Service-Symphony between April 2019 and September 2022. This paper contributes both to theory and practice. Theoretical contributions include the establishment of a conceptual model and a multi-grounded design theory based on cognitive constructivist learning, cognitive schema and epistemic logic. The practical contributions include e the deployment of a public domain ITSM digital commons tailored to the specific needs of the ITSM community, which is also used as supplementary learning resource for ITSM students.

Suggested Citation

  • Muralidharan Ramakrishnan & Shirley Gregor & Anup Shrestha & Jeffrey Soar, 2025. "Addressing Knowledge Gaps in ITSM Practice with “Learning Digital Commons”: A Case Study," Information Systems Frontiers, Springer, vol. 27(3), pages 965-989, June.
    • Handle: RePEc:spr:infosf:v:27:y:2025:i:3:d:10.1007_s10796-024-10483-0
    DOI: 10.1007/s10796-024-10483-0
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