International Journal of Learning Spaces Studies
Online ISSN: 2980-8995

Future Studies of Information Technology Service Management (ITSM) for the Implementation of E-Government in Iran with a Focus on Cross-Impact approach

Document Type : Original Research Manuscripts

Authors

Hosein Mahdian 1
Sahar Kousari 2
Mohammad Reza Sanaei 3

1 PhD Student, Department of Management, Qa.c., Islamic Azad University, Qazvin, Iran.

2 Associate Professor, Department of Future Studies of Science and Technology, National Research Institute for Science Policy, Tehran, Iran.

3 Assistant Professor, Department of Management, Qa.c., Islamic Azad University, Qazvin, Iran.

10.22034/lss.2025.556377.1056
Abstract
The aim of this research is to study the future of IT Service Management (ITSM) with the goal of implementing e-governance in the country, focusing on the interactions between various factors.
This research is applied in terms of its objective and exploratory in nature. The participants in the study consisted of 15 experts in technology and information management, selected through purposive sampling of a judgmental type. Cross-impact analysis and the MICMAC software were used for data processing.
The effective drivers of IT Service Management (ITSM) aimed at implementing e-governance were categorized in this research. These drivers include: executive role, authoritative role, transparency procedures, ITSM procedures, electronic citizen engagement, electronic social interaction, organizational interaction, digital social components, environmental components, development of ITSM applications, role of government institutions, role of private institutions, complexity of collaboration, project goal orientation, investment in digital infrastructure, data sharing management, digital attitude change, transparency of digital knowledge, standardization of data digitization, digital technical infrastructure, human resources infrastructure, financial infrastructure, international aspects, and national aspects
Four scenarios were identified: comprehensive digital transformation and widespread adoption, limited progress due to cultural and structural challenges, digital innovation with data management and advanced collaboration, and a crisis of inefficiency and high complexity. To achieve the desired scenario, there is a need for careful planning, coordination among government entities, and the development of necessary infrastructure so that governments can provide efficient, fast, and reliable services to citizens.

Keywords

Fair behavior of managers
financial reporting
interpretive structural model
Future studies
Subjects
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  • Receive Date 24 July 2025
  • Revise Date 24 August 2025
  • Accept Date 28 August 2025

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