Frameworks for Business-driven Service Level Management: A Criteria-based Comparison of ITIL and NGOSS.
Thomas SchaafPublished in: BDIM (2007)
Keyphrases
- service level
- service delivery
- information systems
- service management
- knowledge management
- supply chain
- decision making
- enterprise systems
- management information systems
- business management
- lead time
- call center
- inventory models
- change management
- business intelligence
- e government
- life cycle
- mission critical
- service systems
- service level agreements
- business models
- data management
- information technology infrastructure
- data mining
- supply chain management
- total cost
- customer relationship management
- competitive advantage
- key concepts
- electronic commerce
- business managers
- information technology