Improving IT Service Management Processes: A Case Study on IT Service Support.
Antti LahtelaMarko JänttiPublished in: EuroSPI (2010)
Keyphrases
- service management
- incident management
- service provision
- service delivery
- service providers
- web services
- intermediate level
- test bed
- end users
- service oriented
- computing environments
- management system
- process execution
- decision making
- end to end
- online learning
- context awareness
- network management
- e government
- public administration
- smart spaces
- directory service
- case study