A review of the existing empirical literature reveals a gap in research in ITSM performance measurement. To address this challenge, the University of Southern ...
Content analysis of interviews of ITSM managers at six organisations revealed that selection of metrics is influenced by a discrete set of factors, ...
Information Technology Service Management (ITSM) focuses on IT service creation, design, delivery and maintenance. Measurement is one of the basic ...
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Contingency theory is used to provide a theoretical foundation for the study. Content analysis of interviews of ITSM managers at six organisations revealed that ...
Contingency theory is used to provide a theoretical foundation for the study. Content analysis of interviews of ITSM managers at six organisations revealed that ...
The study provides a comprehensive literature review on the performance measurement of ITSM. A review of the existing industry and academic literature showed a ...
Measurement is one of the basic underlying elements of service science and this paper contributes to service science by focussing on the selection of ...
PhD Dissertation, 2013. The study provides a comprehensive literature review on the performance measurement of ITSM. A review of the existing industry and ...
Oct 28, 2013 · Contingency Theory May lead to a better understanding of ITSM performance measurement by enabling the identification of “specific aspects of a ...
relatively massive process of performance measurement transformation that has taken place in the last couple of years, the data imply that numerous managing.