The Integration of IT Service Management in Achieving Sustainable Academic Governance
Keywords:
Digital Transformation, IT Service Management, Academic Governance, Higher Education Institutions, Organizational SustainabilityAbstract
Digital transformation has become a strategic agenda in the management of higher education institutions; however, its implementation is often not accompanied by structured information technology service management mechanisms, thereby hindering the effectiveness and sustainability of academic governance. This study aims to analyze how the integration of Information Technology Service Management (ITSM) within digital transformation processes can support the realization of sustainable academic governance. This study employs a literature review approach by examining recent scholarly publications addressing digital transformation, IT governance, and service management within the context of higher education. The literature selection process was conducted systematically through the application of inclusion and exclusion criteria, followed by thematic analysis of relevant findings. The synthesis results indicate that ITSM integration functions as an operational mechanism that bridges digital strategy with academic governance practices through service process standardization, performance measurement, risk management, and continuous improvement. The findings also suggest that the success of digital transformation is strongly influenced by the alignment among leadership, organizational culture, and the maturity of IT governance. This study contributes to the development of an integrative conceptual framework linking digital transformation and ITSM to support effective, transparent, and sustainable academic governance in the digital era
References
Abad-Segura, E., & González-Zamar, M. D. (2021). Sustainable economic development in higher education institutions: A global analysis within the SDGs framework. Sustainability, 13(4), 2054. https://doi.org/10.3390/su13042054
Alenezi, M. (2023). Digital transformation in higher education: A systematic review. Sustainability, 15(4), 3132. https://doi.org/10.3390/su15043132
Almaiah, M. A., & Al Mulhem, A. (2022). Factors influencing the adoption of digital technologies in higher education: A structural equation modeling approach. Frontiers in Psychology, 13, 862999. https://doi.org/10.3389/fpsyg.2022.862999
Almaiah, M. A., Al-Khasawneh, A., & Althunibat, A. (2022). Exploring critical challenges and factors influencing digital transformation in higher education. Frontiers in Psychology, 13, 873708. https://doi.org/10.3389/fpsyg.2022.873708
Almeida, F., Simões, J., & Monteiro, J. (2022). Governance of information technology in public organizations: A systematic literature review. Information, 13(5), 219. https://doi.org/10.3390/info13050219
AlNuaimi, B. K., Singh, S. K., Ren, S., Budhwar, P., & Vorobyev, D. (2022). Mastering digital transformation: The nexus between leadership, agility, and digital strategy. Sustainability, 14(13), 7845. https://doi.org/10.3390/su14137845
Alqudah, M., & Razali, R. (2021). IT governance practices and IT service management performance in public sector organizations. IEEE Access, 9, 3055523. https://doi.org/10.1109/ACCESS.2021.3055523
Alreemy, Z., Chang, V., Walters, R., & Wills, G. (2021). Critical success factors (CSFs) for information technology governance (ITG). Computers & Security, 102, 102268. https://doi.org/10.1016/j.cose.2021.102268
Arias-Pérez, J., & Vélez-Jaramillo, J. (2022). Digital transformation and organizational performance in higher education institutions. Sustainability, 14(5), 2789. https://doi.org/10.3390/su14052789
Benavides, L. M. C., Tamayo Arias, J. A., Arango Serna, M. D., Branch Bedoya, J. W., & Burgos, D. (2020). Digital transformation in higher education institutions: A systematic literature review. Sustainability, 12(14), 6160. https://doi.org/10.3390/su12146160
Bond, M., Bedenlier, S., Marín, V. I., & Händel, M. (2022). Emergency remote teaching in higher education: Mapping the first global online semester. International Journal of Educational Technology in Higher Education, 19, 35. https://doi.org/10.1186/s41239-022-00335-4
Booth, A., Sutton, A., & Papaioannou, D. (2021). Systematic approaches to a successful literature review. Journal of Clinical Epidemiology, 135, 142–149. https://doi.org/10.1016/j.jclinepi.2021.05.019
Braun, V., & Clarke, V. (2021). One size fits all? What counts as quality practice in thematic analysis? Qualitative Research in Psychology, 18(3), 328–352. https://doi.org/10.1080/14780887.2020.1769238
Dwivedi, Y. K., Hughes, L., Ismagilova, E., Aarts, G., Coombs, C., Crick, T., … Williams, M. D. (2023). Digital transformation and emerging technologies for business and management. International Journal of Information Management, 66, 102642. https://doi.org/10.1016/j.ijinfomgt.2022.102642
Findler, F., Schönherr, N., Lozano, R., Reider, D., & Martinuzzi, A. (2022). The impacts of higher education institutions on sustainable development: A review and conceptualization. Sustainability, 14(19), 12344. https://doi.org/10.3390/su141912344
Gusenbauer, M., & Haddaway, N. R. (2020). Which academic search systems are suitable for systematic reviews? Research Synthesis Methods, 11(2), 181–217. https://doi.org/10.1002/jrsm.1375
Haddaway, N. R., Page, M. J., Pritchard, C. C., & McGuinness, L. A. (2020). PRISMA2020: An R package and Shiny app for producing PRISMA 2020-compliant flow diagrams. Environmental International, 143, 105937. https://doi.org/10.1016/j.envint.2020.105937
Haleem, A., Javaid, M., Qadri, M. A., & Suman, R. (2022). Understanding the role of digital transformation in education: A review. Sustainable Operations and Computers, 3, 100019. https://doi.org/10.1016/j.susoc.2022.100019
Iden, J., & Eikebrokk, T. R. (2022). Implementing IT service management: A systematic review. International Journal of Information Management, 62, 102471. https://doi.org/10.1016/j.ijinfomgt.2022.102471
Kitchenham, B., Brereton, P., & Budgen, D. (2020). The value of systematic literature reviews in software engineering. Information and Software Technology, 121, 106403. https://doi.org/10.1016/j.infsof.2020.106403
Kraus, S., Breier, M., & Dasí-Rodríguez, S. (2022). The role of innovation and digital transformation in organizations: A systematic review. Journal of Business Research, 142, 234–245. https://doi.org/10.1016/j.jbusres.2022.01.054
Kurnia, S., Karnali, R., & Rahim, M. M. (2022). IT service management implementation in higher education institutions. Information, 13(4), 168. https://doi.org/10.3390/info13040168
Lozano, R., Barreiro-Gen, M., & Zafar, A. (2022). Sustainable governance in higher education institutions. Sustainability, 14(18), 11428. https://doi.org/10.3390/su141811428
Marques, R. P., da Silva, M. M., & Pereira, R. (2021). IT service management maturity models: A systematic review. Sustainability, 13(8), 4213. https://doi.org/10.3390/su13084213
Mikalef, P., Krogstie, J., Pappas, I. O., & Pavlou, P. A. (2022). Exploring the relationship between big data analytics capability and firm performance. International Journal of Information Management, 62, 102503. https://doi.org/10.1016/j.ijinfomgt.2022.102503
Nguyen, A., Gardner, L., & Sheridan, D. (2022). Data analytics in higher education: A mixed-method study. Computers & Education, 181, 104458. https://doi.org/10.1016/j.compedu.2022.104458
Page, M. J., McKenzie, J. E., Bossuyt, P. M., Boutron, I., Hoffmann, T. C., Mulrow, C. D., … Moher, D. (2021). The PRISMA 2020 statement: An updated guideline for reporting systematic reviews. BMJ, 372, n71. https://doi.org/10.1136/bmj.n71
Pereira, R., Almeida, F., & da Silva, M. M. (2021). IT service management frameworks and standards: A systematic review. Information, 12(9), 364. https://doi.org/10.3390/info12090364
Rahman, M. S., Uddin, M. S., & Hossain, M. A. (2023). Sustainable IT governance and organizational performance. Sustainability, 15(6), 5102. https://doi.org/10.3390/su15065102
Rof, A., Fathoni, A., & Hidayat, T. (2023). Digital governance in higher education institutions. Sustainability, 15(4), 3120. https://doi.org/10.3390/su15043120
Snyder, H. (2019). Literature review as a research methodology: An overview and guidelines. Journal of Business Research, 104, 333–339. https://doi.org/10.1016/j.jbusres.2019.07.039
Shrestha, A., Cater-Steel, A., & Toleman, M. (2021). IT service management process improvement: A systematic review. Computer Standards & Interfaces, 76, 103382. https://doi.org/10.1016/j.csi.2021.103382
Suryono, R. R., Darwis, D., & Gunawan, S. (2021). IT governance framework adoption in higher education. IEEE Access, 9, 3050977. https://doi.org/10.1109/ACCESS.2021.3050977
Teixeira, J. E., da Silva, M. M., & Pereira, R. (2021). IT governance mechanisms in public organizations. Sustainability, 13(15), 8562. https://doi.org/10.3390/su13158562
Torraco, R. J. (2020). Writing integrative literature reviews: Using the past and present to explore the future. Human Resource Development Review, 19(4), 404–428. https://doi.org/10.1177/1534484320936227
Verhoef, P. C., Broekhuizen, T., Bart, Y., Bhattacharya, A., Dong, J., Fabian, N., & Haenlein, M. (2021). Digital transformation: A multidisciplinary reflection and research agenda. Journal of Business Research, 122, 889–901. https://doi.org/10.1016/j.jbusres.2020.09.040
Vial, G. (2021). Understanding digital transformation: A review and a research agenda. Long Range Planning, 54(5), 102018. https://doi.org/10.1016/j.lrp.2020.102018
Warner, K. S. R., & Wäger, M. (2019). Building dynamic capabilities for digital transformation. Long Range Planning, 52(3), 326–349. https://doi.org/10.1016/j.lrp.2019.01.003
Xiao, Y., & Watson, M. (2019). Guidance on conducting a systematic literature review. Journal of Planning Education and Research, 39(1), 93–112. https://doi.org/10.1177/0268396218776132
Zawacki-Richter, O. (2021). The current state and impact of digital transformation in higher education. Distance Education, 42(1), 1–8. https://doi.org/10.1080/01587919.2021.1881466
Downloads
Published
Issue
Section
License
Copyright (c) 2026 MULTILITERA: Journal of Multidisciplinary Literacy
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
