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To address these issues and to reduce such conceptual gaps, an IT Service Engineering and Management Framework (ITS-EMF) is proposed. ITS-EMF is generated by careful review and examination of the main conceptualizations on IT, ITSE and business services. The paper claims that ITS-EMF is useful for: (1) mapping services concepts from disparate IT literature, (2) reducing service conceptual confusion from the multiple available sources, and (3) providing conceptual links between service constructs used in business services and IT and ITSE services layers. It concludes with the implications, both academic and practical, for engineering and managing IT services in business organizations.<\/p>","DOI":"10.4018\/jssmet.2011040101","type":"journal-article","created":{"date-parts":[[2011,10,19]],"date-time":"2011-10-19T12:46:56Z","timestamp":1319028416000},"page":"1-15","source":"Crossref","is-referenced-by-count":18,"title":["An IT Service Engineering and Management Framework (ITS-EMF)"],"prefix":"10.4018","volume":"2","author":[{"ORCID":"https:\/\/orcid.org\/0000-0003-1631-5931","authenticated-orcid":true,"given":"Manuel","family":"Mora","sequence":"first","affiliation":[{"name":"Autonomous University of Aguascalientes, Mexico"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-9253-0313","authenticated-orcid":true,"given":"Rory","family":"O\u2019Connor","sequence":"additional","affiliation":[{"name":"Dublin City University, Ireland"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-5074-0686","authenticated-orcid":true,"given":"Mahesh S.","family":"Raisinghani","sequence":"additional","affiliation":[{"name":"TWU School of Management, USA"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Jorge","family":"Mac\u00edas-Lu\u00e9vano","sequence":"additional","affiliation":[{"name":"Autonomous University of Aguascalientes, Mexico"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Ovsei","family":"Gelman","sequence":"additional","affiliation":[{"name":"CCADET-UNAM, Mexico"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"2432","reference":[{"key":"jssmet.2011040101-0","unstructured":"W3C. 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