Measuring and Improving the Performance of an IT Support Organization in Managing Service Incidents.

Gilad Barash Claudio Bartolini Liya Wu

Published in: BDIM (2007)

Keyphrases

mission critical
service management
end users
information systems
knowledge management
service providers
web services
management system
enterprise wide
data sets
neural network
information processing
computing environments
web environment
change management
value added services