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Exploring the Impact of IT Service Management Process Improvement Initiatives: A Case Study Approach.

Marko JänttiTerry RoutLian WenSanna HeikkinenAileen Cater-Steel
Published in: SPICE (2013)
Keyphrases
  • process improvement
  • e government
  • case study
  • software process
  • knowledge management
  • business process
  • root cause
  • software process improvement
  • business processes
  • quality assurance
  • cost estimation