Gacenga, Francis and Cater-Steel, Aileen and Toleman, Mark and Tan, Wui-Gee (2011) Keeping score: measuring ITSM performance. In: 14th National Conference of IT Service Management Forum (itSMF) Australia , 17-19 Aug 2010, Perth, Australia. (Unpublished)
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Official URL: http://www.itsmf.org.au/leadit
Abstract
Measuring ITSM performance - results from survey and 6 case studies.
| Item Type: | Conference or Workshop Item (Commonwealth Reporting Category E) (Paper) |
|---|---|
| Additional Information: | This is a presentation. |
| Uncontrolled Keywords: | ITSM, performance measurement, ITIL, BSC, content analysis, survey, case study |
| Fields of Research (FOR2008): | 08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management |
| Subjects: | UNSPECIFIED |
| Socio-Economic Objective (SEO2008): | B Ecomonic Development > 89 Information and Communication Services > 8903 Information Services > 890399 Information Services not elsewhere classified |
| ID Code: | 19584 |
| Deposited By: | |
| Deposited On: | 02 Sep 2011 17:28 |
| Last Modified: | 05 Sep 2011 15:29 |
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