ITSM TOOLS IN VISUAL AND DIGITAL LEARNING CONTEXTS: EXPLORING USER PERCEPTION AND ACCEPTANCE IN HIGHER EDUCATION

This study evaluated the perception and acceptance of IT Service Management (ITSM) tools within visual and digital learning contexts among students and faculty in Philippine higher education institutions, using the Technology Acceptance Model (TAM) as a framework. A total of 100 participants (50 students and 50 teaching faculty) responded to a validated Likert-scale questionnaire. Findings revealed that faculty members consistently rated ITSM tools more positively than students in terms of perceived usefulness, ease of use, and behavioral intention. A significant difference was observed in perceived usefulness (p = 0.029), while no significant difference was found in perceived ease of use between the groups. Strong correlations were identified between perceived usefulness and behavioral intention (r = 0.78), and between perceived ease of use and behavioral intention (r = 0.69). Frequency of system use emerged as a strong predictor of user intention, with daily and weekly users demonstrating higher commitment (82%) compared to sporadic users (33%). Variations were also observed in awareness levels and perceived barriers, particularly in relation to limited training and technical challenges. The findings affirm the applicability of TAM in digital and visual learning environments, emphasizing the importance of user exposure, training, and contextual support. The study recommends inclusive, role-specific strategies to enhance ITSM engagement and support sustainable integration within higher education.