Impact of IT Service Management Frameworks on the IT Organization - An Empirical Study on Benefits, Challenges, and Processes.
Mauricio MarroneLutz M. KolbePublished in: Bus. Inf. Syst. Eng. (2011)
Keyphrases
- incident management
- information technology infrastructure
- potential impact
- intermediate level
- lessons learned
- service providers
- process management
- open issues
- inter organizational
- knowledge management
- economic impact
- business goals
- business environment
- situation awareness
- information processing
- evaluation methodologies
- real world
- computational models
- information systems
- cost benefit
- low level
- service management
- software development
- neural network
- evaluation methods
- service quality
- key issues