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Themed Articles: ICT Governance, Strategic Alignment and Service Management

Confusion in the Ranks: IT Service Management Practice and Terminology

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Pages 153-163 | Published online: 15 Apr 2009

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Nikolaus Obwegeser, Daniel T. Nielsen & Nicklas M. Spandet. (2019) Continual Process Improvement for ITIL Service Operations: A Lean Perspective. Information Systems Management 36:2, pages 141-167.
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Tom R. Eikebrokk & Jon Iden. (2017) Strategising IT service management through ITIL implementation: model and empirical test. Total Quality Management & Business Excellence 28:3-4, pages 238-265.
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Jon Iden & Tom Roar Eikebrokk. (2014) Using the ITIL Process Reference Model for Realizing IT Governance: An Empirical Investigation. Information Systems Management 31:1, pages 37-58.
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Ronnie Jia & Blaize Horner Reich. (2011) IT Service Climate—An Essential Managerial Tool to Improve Client Satisfaction With IT Service Quality. Information Systems Management 28:2, pages 174-179.
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Carol E. Pollard, Dhiraj Gupta & John W. Satzinger. (2010) Teaching Systems Development: A Compelling Case for Integrating the SDLC with the ITSM Lifecycle. Information Systems Management 27:2, pages 113-122.
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Don MacLean & Ryad Titah. (2023) Implementation and impacts of IT Service Management in the IT function. International Journal of Information Management 70, pages 102628.
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Santi Cots, Martí Casadesús & Frederic Marimon. (2014) Benefits of ISO 20000 IT service management certification. Information Systems and e-Business Management 14:1, pages 1-18.
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Jan-Helge Deutscher & Wolfram Häußler. (2014) Prozessentwicklungskarte — kosteneffektive Umsetzung des IT-Servicemanagements nach ISO 20000. HMD Praxis der Wirtschaftsinformatik 48:5, pages 109-115.
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Mauricio Marrone & Lutz M. Kolbe. (2010) Uncovering ITIL claims: IT executives’ perception on benefits and Business-IT alignment. Information Systems and e-Business Management 9:3, pages 363-380.
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Henrik Brocke, Falk Uebernickel & Walter Brenner. (2010) A methodical procedure for designing consumer oriented on-demand IT service propositions. Information Systems and e-Business Management 9:2, pages 283-302.
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Paige Rutner, Cindy Riemenschneider, Anne O'Leary-Kelly & BIll Hardgrave. (2011) Work exhaustion in information technology professionals. ACM SIGMIS Database: the DATABASE for Advances in Information Systems 42:1, pages 102-120.
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Mauricio Marrone & Lutz M. Kolbe. (2011) Impact of IT Service Management Frameworks on the IT Organization. Business & Information Systems Engineering 3:1, pages 5-18.
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Sue Conger. (2011) Software Development Life Cycles and Methodologies. International Journal of Information Technologies and Systems Approach 4:1, pages 1-22.
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Thiago Barroero, Gianmario Motta, Giovanni Pignatelli, Mario Bochicchio, Antonella Longo & Alessandra Raffone. (2010) Aligning IT Service Levels and Business Performance: A Case Study. Aligning IT Service Levels and Business Performance: A Case Study.
Gianmario Motta, Giovanni Pignatelli, Thiago Barroero & Antonella Longo. (2010) Service Level Analysis method - SLAM. Service Level Analysis method - SLAM.

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