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Dr Aileen Cater-Steel
University of Southern Queensland

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  1. E-learning service delivery quality: a determinant of user satisfaction
  2. A decision support tool to define scope in IT service management process assessment and improvement
  3. The role of IT service management in green IT
  4. Exploring the impact of IT service management process improvement initiatives: a case study approach
  5. Software-mediated process assessment in IT service management
  6. Social ITSM: exploring challenges and benefits
  7. IT infrastructure and its role in the success of e-learning systems: measurement and causal models
  8. A proposal and evaluation of a design method in design science research
  9. Towards an improved IT service desk system and processes: a case study
  10. Identifying the determinants of e-learning service delivery quality

Most Viewed ItemsEmbed

Item title
1Transforming IT service management - the ITIL impact
2An evaluation of software development practice and assessment-based process improvement in small software development firms
3Implementation of IT infrastructure library (ITIL) in Australia: progress and success factors
4Implementing centralised IT service management: drawing lessons from the public sector
5Integration of service management with CMMI ® and SPICE
6Challenge of adopting multiple process improvement frameworks
7itSMF Australia 2006 Conference: summary of ITIL adoption survey responses
8ICT governance - radical restructure
9Factors influencing the decisions of SMEs to purchase software package upgrades
10Conflicting views on ITIL implementation: managed as a project-or business as usual?