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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Official URL: http://www.itsmf.org.au/leadit
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. |
| Depositing User: | Dr Francis Gacenga |
| Faculty / Department / School: | Historic - Faculty of Business and Law - School of Information Systems |
| Date Deposited: | 02 Sep 2011 07:28 |
| Last Modified: | 12 Jun 2014 06:55 |
| 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 |
| URI: | http://eprints.usq.edu.au/id/eprint/19584 |
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