فهرست نشریات علمی دسترسی آزاد ایران

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 aspectsFour 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.