Exploring the Impact of IT Service Management Process Improvement Initiatives: A Case Study Approach

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Author(s)
Jantti, Marko
Rout, Terry
Wen, Larry
Heikkinen, Sanna
Cater-Steel, Aileen
Griffith University Author(s)
Year published
2013
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Abstract
IT companies worldwide have started to improve their service management processes based on best practice frameworks, such as IT Infrastructure Library (ITIL). However, many of these companies face difficulties in demonstrating the positive outcomes of IT service management (ITSM) process improvement. This has led us to investigate the research problem: What positive impacts have resulted from IT service management process improvement? The main contributions of this paper are 1) to identify the ITSM process improvement outcomes in two IT service provider organizations and 2) provide advice as lessons learnt.
Conference Title
Software Process Improvement and Capability Determination
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© 2013 Springer-Verlag Berlin Heidelberg. This is the author-manuscript version of this paper. Reproduced in accordance with the copyright policy of the publisher.The original publication is available at www.springerlink.com
Subject
Software Engineering
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