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dc.contributor.convenorProgram Chair: Terry Rout; General Chair, Alec Dorling
dc.contributor.authorJantti, Marko
dc.contributor.authorRout, Terry
dc.contributor.authorWen, Larry
dc.contributor.authorHeikkinen, Sanna
dc.contributor.authorCater-Steel, Aileen
dc.contributor.editorTanja Woronowicz, Terry Rout, Rory O'Connor, Alec Dorling
dc.date.accessioned2017-05-03T11:02:37Z
dc.date.available2017-05-03T11:02:37Z
dc.date.issued2013
dc.date.modified2014-09-11T01:57:35Z
dc.identifier.refurihttp://www.spiceconference.com/
dc.identifier.doi10.1007/978-3-642-38833-0_16
dc.identifier.urihttp://hdl.handle.net/10072/56589
dc.description.abstractIT 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.
dc.description.peerreviewedYes
dc.description.publicationstatusYes
dc.format.extent371722 bytes
dc.format.mimetypeapplication/pdf
dc.languageEnglish
dc.language.isoen_US
dc.publisherSpringer
dc.publisher.placeHeidelberg
dc.publisher.urihttp://www.spiceconference.com/
dc.relation.ispartofstudentpublicationN
dc.relation.ispartofconferencename13th International Conference SPICE 2013: Process Improvement and Capability dEtermination
dc.relation.ispartofconferencetitleSoftware Process Improvement and Capability Determination
dc.relation.ispartofdatefrom2013-06-04
dc.relation.ispartofdateto2013-06-06
dc.relation.ispartoflocationBremen, Germany
dc.rights.retentionY
dc.subject.fieldofresearchSoftware Engineering
dc.subject.fieldofresearchcode080309
dc.titleExploring the Impact of IT Service Management Process Improvement Initiatives: A Case Study Approach
dc.typeConference output
dc.type.descriptionE1 - Conferences
dc.type.codeE - Conference Publications
gro.rights.copyright© 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
gro.date.issued2013
gro.hasfulltextFull Text
gro.griffith.authorRout, Terry P.
gro.griffith.authorWen, Larry


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    Contains papers delivered by Griffith authors at national and international conferences.

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