Keeping score: measuring ITSM performance

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.

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Measuring ITSM performance - results from survey and 6 case studies.

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Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: Yes
Item Status: Live Archive
Additional Information: This is a presentation.
Faculty / Department / School: Historic - Faculty of Business and Law - School of Information Systems
Date Deposited: 02 Sep 2011 07:28
Last Modified: 26 Jun 2017 04:31
Uncontrolled Keywords: ITSM, performance measurement, ITIL, BSC, content analysis, survey, case study
Fields of Research : 08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management
Socio-Economic Objective: B Economic Development > 89 Information and Communication Services > 8903 Information Services > 890399 Information Services not elsewhere classified

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