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.

信息技术服务管理 (ITSM) 构成了一套专门的组织能力，旨在优化 IT 服务带来的价值。 ITSM 的实践包含一系列补充框架。然而，从业者社区对这些框架中嵌入的知识缺乏全面、整体的理解。

为了解决这一差距，我们开发了Service-Symphony，这是学习数字共享 (LEDICO) 的一个实例，旨在为 ITSM 社区提供全面的知识学习体验，其设计原则基于认知逻辑、认知建构主义学习理论和认知图式理论。利用设计科学研究（DSR）范式，我们系统地构建和评估了Service-Symphony。评估工具包括调查和网络分析。调查反馈显示参与者达成了共识，大多数人表示赞同支撑 Service-Symphony 的四项设计原则。网络分析数据进一步表明参与度很高，2019 年 4 月至 2022 年 9 月期间有 148,796 名用户访问 Service-Symphony。

本文既有理论贡献又有实践贡献。理论贡献包括建立了基于认知建构主义学习、认知图式和认知逻辑的概念模型和多基础设计理论。实际贡献包括部署适合 ITSM 社区特定需求的公共领域 ITSM 数字共享资源，该共享资源也用作 ITSM 学生的补充学习资源。