Design Science (3)
ITSM Performance Measurement (12)
Measuring the performance of IT service management
Proceedings of the 12th Global Information Technology Management Association World Conference (2011)
Despite the appeal and the tremendous potential to realise benefits, the implementation of IT Service Management (ITSM) initiatives is hindered ...
Measuring the performance of service orientated IT management'
Sprouts: working papers on information environments, systems and organizations (2011)
The growth of the service economy has resulted in service-oriented thinking. IT departments have increasingly adopted IT service management (ITSM) ...