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Prof Mark Toleman
University of Southern Queensland

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  1. A decision support tool to define scope in IT service management process assessment and improvement
  2. Software-mediated process assessment in IT service management
  3. A proposal and evaluation of a design method in design science research
  4. A model to select processes for IT service management improvement
  5. Alleviating design silence in design science research: a proposal of a design method
  6. IT service management: towards a contingency theory of performance measurement
  7. Measuring the performance of IT service management
  8. itSMF Australia 2011 Conference: Summary Report of ITSM Standards and Frameworks Survey
  9. Measuring the performance of service orientated IT management
  10. Measuring IT service management performance: a model development