Keeping score: measuring ITSM performance

Gacenga, Francis and Cater-Steel, Aileen and Toleman, Mark ORCID: https://orcid.org/0000-0002-0535-8103 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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Abstract

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/School / Institute/Centre:	Historic - Faculty of Business and Law - School of Information Systems (1 Jan 2011 - 30 Jun 2013)
Faculty/School / Institute/Centre:	Historic - Faculty of Business and Law - School of Information Systems (1 Jan 2011 - 30 Jun 2013)
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 (2008):	08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management
Fields of Research (2020):	46 INFORMATION AND COMPUTING SCIENCES > 4609 Information systems > 460908 Information systems organisation and management
Socio-Economic Objectives (2008):	B Economic Development > 89 Information and Communication Services > 8903 Information Services > 890399 Information Services not elsewhere classified
URI:	http://eprints.usq.edu.au/id/eprint/19584

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