Improving Service Level Management Practices: A Case Study in an IT Service Provider Organization.
Marko JänttiAntti SuhonenPublished in: IIAI-AAI (2012)
Keyphrases
- service providers
- service level
- management practices
- cloud computing
- incident management
- project management
- service level agreements
- lead time
- service systems
- web services
- service quality
- supply chain
- service requests
- call center
- end users
- information systems
- health care
- data management
- total cost
- grid services
- information technology
- test bed
- information security
- business models
- response time
- service requirements