Abstract
IT companies worldwide have started to improve their service management processes based on best practice frameworks, such as IT Infrastructure Library (ITIL). However, many of these companies face difficulties in demonstrating the positive outcomes of IT service management (ITSM) process improvement. This has led us to investigate the research problem: What positive impacts have resulted from IT service management process improvement? The main contributions of this paper are 1) to identify the ITSM process improvement outcomes in two IT service provider organizations and 2) provide advice as lessons learnt.
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Jäntti, M., Rout, T., Wen, L., Heikkinen, S., Cater-Steel, A. (2013). Exploring the Impact of IT Service Management Process Improvement Initiatives: A Case Study Approach. In: Woronowicz, T., Rout, T., O’Connor, R.V., Dorling, A. (eds) Software Process Improvement and Capability Determination. SPICE 2013. Communications in Computer and Information Science, vol 349. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-38833-0_16
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DOI: https://doi.org/10.1007/978-3-642-38833-0_16
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