Advanced search
Publication Cover
Information Systems Management Volume 26, 2009 - Issue 2
Submit an article Journal homepage
3,393
Views
112
CrossRef citations to date
0
Altmetric
Themed Articles: ICT Governance, Strategic Alignment and Service Management

Justifications, Strategies, and Critical Success Factors in Successful ITIL Implementations in U.S. and Australian Companies: An Exploratory Study

Carol Pollard Walker College of Business, Appalachian State University, Boone, NC, USACorrespondence[email protected]
&
Aileen Cater-Steel School of Information Systems, Faculty of Business, University of Southern Queensland, Toowoomba, Australia
Pages 164-175 | Published online: 15 Apr 2009

Citations (112)

Keep up to date with the latest research on this topic with citation updates for this article.

Subscribe to citation updates

Read on this site (11)

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.
Read now
Asif Rashid, Tariq Masood, John Ahmet Erkoyuncu, Benny Tjahjono, Nawar Khan & Muiz-ud-din Shami. (2018) Enterprise systems’ life cycle in pursuit of resilient smart factory for emerging aircraft industry: a synthesis of Critical Success Factors’(CSFs), theory, knowledge gaps, and implications. Enterprise Information Systems 12:2, pages 96-136.
Read now
Sune Dueholm Müller & Christian G de Lichtenberg. (2018) The culture of ITIL: Values and implementation challenges. Information Systems Management 35:1, pages 49-61.
Read now
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.
Read now
Saša Baškarada & Andy Koronios. (2014) A Critical Success Factor Framework for Information Quality Management. Information Systems Management 31:4, pages 276-295.
Read now
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.
Read now
Sun-Jen Huang, Ming-Shian Wu & Li-Wei Chen. (2013) Critical success factors in aligning IT and business objectives: A Delphi study. Total Quality Management & Business Excellence 24:9-10, pages 1219-1240.
Read now
Francis Gacenga, Aileen Cater-Steel & Mark Toleman. (2010) An International Analysis of IT Service Management Benefits and Performance Measurement. Journal of Global Information Technology Management 13:4, pages 28-63.
Read now
Jon Iden & Lars Langeland. (2010) Setting the Stage for a Successful ITIL Adoption: A Delphi Study of IT Experts in the Norwegian Armed Forces. Information Systems Management 27:2, pages 103-112.
Read now
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.
Read now
Keld Pedersen, Pernille Kræmmergaard, Bjarne Christoffer Lynge & Christoffer Dalby Schou. (2010) Itil Implementation: Critical Success Factors A Comparative Case Study Using The Bpc Framework. Journal of Information Technology Case and Application Research 12:2, pages 11-35.
Read now

Articles from other publishers (101)

Anna Wiedemann, Manuel Wiesche, Heiko Gewald & Helmut Krcmar. (2023) Integrating development and operations teams: A control approach for DevOps. Information and Organization 33:3, pages 100474.
Crossref
Amalka Peliarachchi & Janaka Wijayanayake. (2023) Evaluating Business As Usual activities between Agile and Information Technology Infrastructure Library (A-ITIL): Industry practitioners’ point of view. Evaluating Business As Usual activities between Agile and Information Technology Infrastructure Library (A-ITIL): Industry practitioners’ point of view.
Ajla Ćerimagić Hasibović, Anel Tanović & Aida Granulo. (2023) The importance of ITIL4 adoption for IT service management in insurance companies. The importance of ITIL4 adoption for IT service management in insurance companies.
Ayfer BAŞAR. (2023) Bilgi Teknolojisi Altyapı Kütüphanesi (ITIL) İle Servis Kalitesinin İyileştirilmesiImproving The Service Quality with The Information Technology Infrastructure Library (ITIL). Kalite ve Strateji Yönetimi Dergisi 3:1, pages 1-24.
Crossref
Rubio Sánchez Juan Luis, García Revilla Mercedes Raquel & Martínez Moure Olga. (2022) Strategic Management of IT Practices in Tourism for Operation and Service Enhancement. Administrative Sciences 13:1, pages 2.
Crossref
Juan Luis Rubio Sánchez. (2022) A Quantitative Analysis of Information Systems Management in the Educational Industry. Analytics 1:2, pages 193-209.
Crossref
Juan Luis Rubio Sánchez, Mercedes Raquel García Revilla & Olga Martínez Moure. (2022) A Methodology to Sequence the Service Management Processes in IT Departments: Application to the Tourism Industry. Informatics 9:2, pages 48.
Crossref
M. Spremic, L. Turulja & N. Bajgoric. 2022. Research Anthology on Business Continuity and Navigating Times of Crisis. Research Anthology on Business Continuity and Navigating Times of Crisis 92 111 .
Leoneed Kirilov & Yasen Mitev. 2022. Recent Advances in Computational Optimization. Recent Advances in Computational Optimization 79 93 .
Kholoud Althobaiti, Adam D G Jenkins & Kami Vaniea. (2021) A Case Study of Phishing Incident Response in an Educational Organization. Proceedings of the ACM on Human-Computer Interaction 5:CSCW2, pages 1-32.
Crossref
Andreea Barbu, Gheorghe Militaru, Dana Corina Deselnicu & Ştefan-Alexandru Catană. (2021) Key Success Factors That Enable IT Service Providers to Achieve Organizational Performance: Evidence from Romania. Sustainability 13:19, pages 10996.
Crossref
Theruwanda Perera, Ruwan Wickramarachchi & A. N. Wijayanayake. (2021) Identifying interrelationships of key success factors of third-party logistics service providers. Identifying interrelationships of key success factors of third-party logistics service providers.
Munir de Sá Mussa, Renata Gomes Cordeiro & Henrique Da Hora. (2021) Attributes of IT certifications aligned to organizations’ needs. Journal of Modelling in Management 16:2, pages 506-526.
Crossref
Juan Luis Rubio Sánchez. (2021) Optimization Algorithm to Sequence the Management Processes in Information Technology Departments. Computation 9:5, pages 60.
Crossref
Juan Luis Rubio Sánchez. (2021) Model to Optimize the Decision Making on Processes in IT Departments. Mathematics 9:9, pages 983.
Crossref
Szymon Zaleski & Rafał Michalski. (2021) Success Factors in Sustainable Management of IT Service Projects: Exploratory Factor Analysis. Sustainability 13:8, pages 4457.
Crossref
Manuel Trinidad, Elena Orta & Mercedes Ruiz. (2021) Gamification in IT Service Management: A Systematic Mapping Study. Applied Sciences 11:8, pages 3384.
Crossref
João Serrano, João Faustino, Daniel Adriano, Rúben Pereira & Miguel da Silva. (2021) An IT Service Management Literature Review: Challenges, Benefits, Opportunities and Implementation Practices. Information 12:3, pages 111.
Crossref
Juan Luis Rubio Sánchez. (2021) Methodology to Improve Services in Small IT Centers: Application to Educational Centers. Computers 10:1, pages 8.
Crossref
Stuart Diaz Galup, Ronald Dattero & Jing Quan. 2021. Research Anthology on Business and Technical Education in the Information Era. Research Anthology on Business and Technical Education in the Information Era 1075 1090 .
Rini Juliana Sipahutar, Achmad Nizar Hidayanto, Solikin, Untung Rahardja & Kongkiti Phusavat. (2020) Drivers and Barriers to IT Service Management Adoption in Indonesian Start-up Based on the Diffusion of Innovation Theory. Drivers and Barriers to IT Service Management Adoption in Indonesian Start-up Based on the Diffusion of Innovation Theory.
Nighat Afroz Chowdhury, Syed Mithun Ali, Sanjoy Kumar Paul, Zuhayer Mahtab & Golam Kabir. (2020) A hierarchical model for critical success factors in apparel supply chain. Business Process Management Journal 26:7, pages 1761-1788.
Crossref
Mădălina Albulescu & Nicolae Bibu. 2020. Innovation in Sustainable Management and Entrepreneurship. Innovation in Sustainable Management and Entrepreneurship 611 621 .
Juan Luis Rubio & Magdalena Arcilla. (2019) How to Optimize the Implementation of ITIL through a Process Ordering Algorithm. Applied Sciences 10:1, pages 34.
Crossref
Malcolm Blumberg, Aileen Cater-Steel, Mohammad Mehdi Rajaeian & Jeffrey Soar. (2019) Effective organisational change to achieve successful ITIL implementation. Journal of Enterprise Information Management 32:3, pages 496-516.
Crossref
Teresa Lucio-Nieto & Dora Luz González-Bañales. (2019) Exploring ITIL® Implementation Challenges in Latin American Companies. International Journal of Information Technologies and Systems Approach 12:1, pages 73-86.
Crossref
Abir El Yamami, Khalifa Mansouri, Mohammed Qbadou & El Hossein Illoussamen. (2019) Introducing ITIL Framework in Small Enterprises. International Journal of Information Technologies and Systems Approach 12:1, pages 1-19.
Crossref
Elena Orta & Mercedes Ruiz. (2019) Met4ITIL: A process management and simulation-based method for implementing ITIL. Computer Standards & Interfaces 61, pages 1-19.
Crossref
Sanna Heikkinen & Marko Jäntti. 2019. Quality of Information and Communications Technology. Quality of Information and Communications Technology 193 206 .
Y M Pérez-Pérez, A A Rosado-Gómez & A M Puentes-Velásquez. (2018) Application of business intelligence in the quality management of higher education institutions. Journal of Physics: Conference Series 1126, pages 012053.
Crossref
Putu Wuri Handayani, Dira Ayu Meigasari, Ave Adriana Pinem, Achmad Nizar Hidayanto & Dumilah Ayuningtyas. (2018) Critical success factors for mobile health implementation in Indonesia. Heliyon 4:11, pages e00981.
Crossref
Clive Trusson, Donald Hislop & Neil F. Doherty. (2018) The role of ICTs in the servitisation and degradation of IT professional work. New Technology, Work and Employment 33:2, pages 149-170.
Crossref
Ahad Zare Ravasan, Mohammad Mehrabioun Mohammadi & Homa Hamidi. 2018. Corporate and Global Standardization Initiatives in Contemporary Society. Corporate and Global Standardization Initiatives in Contemporary Society 200 218 .
M. Spremic, L. Turulja & N. Bajgoric. 2018. Always-On Enterprise Information Systems for Modern Organizations. Always-On Enterprise Information Systems for Modern Organizations 159 183 .
Patrick Kubiak & Stefan Rass. (2018) An Overview of Data-Driven Techniques for IT-Service-Management. IEEE Access 6, pages 63664-63688.
Crossref
Roland SchützeRoland Schütze. 2018. Improving Service Level Engineering. Improving Service Level Engineering 1 8 .
Tahere Yaghoobi. (2018) Prioritizing key success factors of software projects using fuzzy AHP. Journal of Software: Evolution and Process 30:1, pages e1891.
Crossref
Savanid Vatanasakdakul, Chadi Aoun & Yang (Nicole) Chen. (2017) Chasing Success: An Empirical Model for IT Governance Frameworks Adoption in Australia. Science, Technology and Society 22:2, pages 182-211.
Crossref
Marko Jantti & Henna Kallinen. (2017) Exploring service desk employees' motivation and rewarding. Exploring service desk employees' motivation and rewarding.
Saeed Rouhani. (2017) A fuzzy superiority and inferiority ranking based approach for IT service management software selection. Kybernetes 46:4, pages 728-746.
Crossref
Abir El Yamami, Khalifa Mansouri, Mohammed Qbadou & El Hossein Illousamen. (2017) Multi-criteria decision making approach for ITIL processes performance evaluation: Application to a Moroccan SME. Multi-criteria decision making approach for ITIL processes performance evaluation: Application to a Moroccan SME.
Masateru Tsunoda, Akito Monden, Kenichi Matsumoto, Sawako Ohiwa & Tomoki Oshino. (2017) Benchmarking IT operations cost based on working time and unit cost. Science of Computer Programming 135, pages 75-87.
Crossref
Kinza Zahra, Farooque Azam, Fauqia Ilyas, Huma Faisal, Nadia Ambreen & Nida Gondal. (2017) Success Factors of Organizational Change in Software Process Improvement. Success Factors of Organizational Change in Software Process Improvement.
J. L. Rubio-S?nchez, M. Arcilla-Cobi?n & T. San Feliu. 2017. Trends and Applications in Software Engineering. Trends and Applications in Software Engineering 13 22 .
Cecil Eng Huang Chua & Veda C. Storey. (2016) Bottom-up enterprise information systems. Communications of the ACM 60:1, pages 66-72.
Crossref
Zyad Alreemy, Victor Chang, Robert Walters & Gary Wills. (2016) Critical success factors (CSFs) for information technology governance (ITG). International Journal of Information Management 36:6, pages 907-916.
Crossref
Youssef Mahy, Mohamed Ouzzif & Khalid Bouragba. (2016) Supporting ITIL processes implementation using business process management systems. Supporting ITIL processes implementation using business process management systems.
Nancy Judith Cruz-Hinojosa & José Antonio Gutiérrez-de-Mesa. (2016) Literature review of the situation research faces in the application of ITIL in Small and Medium Enterprises. Computer Standards & Interfaces 48, pages 124-138.
Crossref
Théo Augustus Luz, Leonardo Ensslin, Clarissa Carneiro Mussi & Ademar Dutra. (2016) Avaliação de desempenho de serviços de tecnologia da informação: identificação do estado da arte por meio de um processo de pesquisa construtivista e análise bibliométrica. Perspectivas em Ciência da Informação 21:2, pages 120-140.
Crossref
Masateru Tsunoda, Akito Monden, Kenichi Matsumoto, Sawako Ohiwa & Tomoki Oshino. (2016) Analysis of information system operation cost based on working time and unit cost. Analysis of information system operation cost based on working time and unit cost.
Marko J?ntti & Virpi Hotti. (2015) Defining the relationships between IT service management and IT service governance. Information Technology and Management 17:2, pages 141-150.
Crossref
Manuel Mora, Rory V. O′Connor, Mahesh Rainsinghani & Ovsei Gelman. (2016) Impacts of electronic process guides by types of user: An experimental study. International Journal of Information Management 36:1, pages 73-88.
Crossref
Thami Batyashe & Tiko Iyamu. (2016) IT governance: An architectural framework based on consolidated best practices. Journal of Governance and Regulation 5:1, pages 7-15.
Crossref
Carrington M. Mukwasi & Lisa F. Seymour. (2016) Customer Relationship Management in IT Service Delivery. Customer Relationship Management in IT Service Delivery.
Jon Iden & Tom Roar Eikebrokk. (2014) The impact of senior management involvement, organisational commitment and group efficacy on ITIL implementation benefits. Information Systems and e-Business Management 13:3, pages 527-552.
Crossref
Lohana Lema, José‐Antonio Calvo‐Manzano, Ricardo Colomo‐Palacios & Magdalena Arcilla. (2015) ITIL in small to medium‐sized enterprises software companies: towards an implementation sequence. Journal of Software: Evolution and Process 27:8, pages 528-538.
Crossref
Manuel Mora, Jorge Marx Gomez, Rory V. O'Connor, Mahesh Raisinghani & Ovsei Gelman. (2015) An Extensive Review of IT Service Design in Seven International ITSM Processes Frameworks. International Journal of Information Technologies and Systems Approach 8:1, pages 69-90.
Crossref
Thaíssa Diirr & Gleison Santos. (2014) Improvement of IT service processes: a study of critical success factors. Journal of Software Engineering Research and Development 2:1.
Crossref
Narges Shahsavarani & Shaobo Ji. (2014) Research in Information Technology Service Management (ITSM) (2000 – 2010). International Journal of Information Systems in the Service Sector 6:4, pages 73-91.
Crossref
Jon Iden & Tom Roar Eikebrokk. (2014) Exploring the Relationship between Information Technology Infrastructure Library and Process Management: Theory Development and Empirical Testing. Knowledge and Process Management 21:4, pages 292-306.
Crossref
Manuel Mora, Jorge Marx Gomez, Mahesh Raisinghani & Ovsei Gelman. 2014. Encyclopedia of Information Science and Technology, Third Edition. Encyclopedia of Information Science and Technology, Third Edition 4007 4016 .
Manuel Mora, Mahesh Raisinghani, Rory V. O'Connor, Jorge Marx Gomez & Ovsei Gelman. (2014) An Extensive Review of IT Service Design in Seven International ITSM Processes Frameworks. International Journal of Information Technologies and Systems Approach 7:2, pages 83-107.
Crossref
Ahad Zare Ravasan, Taha Mansouri, Mohammad Mehrabioun Mohammadi & Saeed Rouhani. (2014) Supporting the Module Sequencing Decision in ITIL Solution Implementation. International Journal of Information Technologies and Systems Approach 7:2, pages 41-60.
Crossref
Saeed Rouhani & Ahad Zare Ravasan. (2014) A Fuzzy TOPSIS based Approach for ITSM Software Selection. International Journal of IT/Business Alignment and Governance 5:2, pages 1-26.
Crossref
Clive R. Trusson, Neil F. Doherty & Donald Hislop. (2014) Knowledge sharing using IT service management tools: conflicting discourses and incompatible practices. Information Systems Journal 24:4, pages 347-371.
Crossref
Masateru Tsunoda & Kenichi Ono. (2014) Pitfalls of analyzing a cross-company dataset of software maintenance and support. Pitfalls of analyzing a cross-company dataset of software maintenance and support.
Mohamed B. Al Mourad & Rozita Johari. (2014) Resolution of Challenges That Are Facing Organizations before ITIL Implementation. International Journal of Future Computer and Communication 3:3, pages 210-215.
Crossref
Guilherme Lerch Lunardi, Antonio Carlos G. Macada & Joao Luiz Becker. (2014) IT Governance Effectiveness and Its Antecedents: An Empirical Examination in Brazilian Firms. IT Governance Effectiveness and Its Antecedents: An Empirical Examination in Brazilian Firms.
Hannes Göbel, Stefan Cronholm, Carina Hallqvist, Eva Söderström & Leif Andersson. 2014. Business Information Systems Workshops. Business Information Systems Workshops 145 155 .
Oussama Elmarai, Mohamed Menacer & Amar Arbaoui. (2013) Development concepts of a media management system dedicated to Quran and Islamic education. Development concepts of a media management system dedicated to Quran and Islamic education.
Juraini Mohamed Saleh & Mahmoud Khalid Almsafir. (2013) The Drivers of ITIL Adoption in UNITEN. The Drivers of ITIL Adoption in UNITEN.
Norita Ahmad, Noha Tarek Amer, Faten Qutaifan & Azza Alhilali. (2013) Technology adoption model and a road map to successful implementation of ITIL. Journal of Enterprise Information Management 26:5, pages 553-576.
Crossref
Guven Ozen, N. Alpay Karagoz, Oumout Chouseinoglou & Semih Bilgen. (2013) Assessing Organizational Learning in IT Organizations: An Experience Report from Industry. Assessing Organizational Learning in IT Organizations: An Experience Report from Industry.
Yajun Zhang, Jinlong Zhang & Jiangtao Chen. (2013) Critical Success Factors in IT Service Management Implementation: People, Process, and Technology Perspectives. Critical Success Factors in IT Service Management Implementation: People, Process, and Technology Perspectives.
Mathew Nicho & Hussein Fakhry. 2013. Privacy Solutions and Security Frameworks in Information Protection. Privacy Solutions and Security Frameworks in Information Protection 177 194 .
Thorsten Proehl, Koray Erek, Felix Limbach & Ruediger Zarnekow. (2013) Topics and Applied Theories in IT Service Management. Topics and Applied Theories in IT Service Management.
Mohd Fairuz Iskandar Othman & Taizan Chan. (2013) Barriers to Formal IT Governance Practice -- Insights from a Qualitative Study. Barriers to Formal IT Governance Practice -- Insights from a Qualitative Study.
Norita Ahmad & Zulkifli M. Shamsudin. (2013) Systematic Approach to Successful Implementation of ITIL. Procedia Computer Science 17, pages 237-244.
Crossref
Jon Iden, Bjørnar Tessem & Tero Paivarinta. 2013. Information Systems Development. Information Systems Development 23 33 .
Teresa Lucio-Nieto, Ricardo Colomo-Palacios, Pedro Soto-Acosta, Simona Popa & Antonio Amescua-Seco. (2012) Implementing an IT service information management framework: The case of COTEMAR. International Journal of Information Management 32:6, pages 589-594.
Crossref
Peter Yamakawa, Claudio Obregón Noriega, Alfredo Novoa Linares & Willy Vega Ramírez. (2012) Improving ITIL compliance using change management practices: a finance sector case study. Business Process Management Journal 18:6, pages 1020-1035.
Crossref
Peter Yamakawa, Gloria Cadillo & Rubén Tornero. (2012) Critical factors for the expansion of broadband in developing countries: The case of Peru. Telecommunications Policy 36:7, pages 560-570.
Crossref
VIDAN MARKOVIĆ & RADO MAKSIMOVIĆ. (2012) A CONTRIBUTION TO CONTINUAL SOFTWARE SERVICE IMPROVEMENT BASED ON THE SIX-STEP SERVICE IMPROVEMENT METHOD. International Journal of Software Engineering and Knowledge Engineering 22:04, pages 549-569.
Crossref
Sue Conger. 2012. Systems Approach Applications for Developments in Information Technology. Systems Approach Applications for Developments in Information Technology 66 90 .
Francis Gacenga, Aileen Cater-Steel, Mark Toleman & Wui-Gee Tan. 2012. Measuring Organizational Information Systems Success. Measuring Organizational Information Systems Success 102 119 .
Miha Kastelic & Peter Peer. (2012) Managing IT Services: Aligning Best Practice with a Quality Method. Organizacija 45:1.
Crossref
Renato Ferraz Machado, Sheila Reinehr & Andreia Malucelli. 2012. Systems, Software and Services Process Improvement. Systems, Software and Services Process Improvement 157 168 .
Marko Jäntti. 2012. Product-Focused Software Process Improvement. Product-Focused Software Process Improvement 218 232 .
Alexander Hoerbst, Werner O Hackl, Roland Blomer & Elske Ammenwerth. (2011) The status of IT service management in health care - ITIL® in selected European countries. BMC Medical Informatics and Decision Making 11:1.
Crossref
Jan Bröchner & Ulrika Badenfelt. (2011) Changes and change management in construction and IT projects. Automation in Construction 20:7, pages 767-775.
Crossref
Jon Iden & Tom Roar Eikebrokk. (2011) Understanding the ITIL Implementation Project: Conceptualization and Measurements. Understanding the ITIL Implementation Project: Conceptualization and Measurements.
Mathew Nicho, Hussein Fakhry & Charles Haiber. (2011) An Integrated Security Governance Framework for Effective PCI DSS Implementation. International Journal of Information Security and Privacy 5:3, pages 50-67.
Crossref
Xin Tan & Yongbeom Kim. (2011) Cloud Computing for Education: A Case of Using Google Docs in MBA Group Projects. Cloud Computing for Education: A Case of Using Google Docs in MBA Group Projects.
Jon Iden, Bjørnar Tessem & Tero Päivärinta. (2011) Problems in the interplay of development and IT operations in system development projects: A Delphi study of Norwegian IT experts. Information and Software Technology 53:4, pages 394-406.
Crossref
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.
Crossref
Mauricio Marrone & Lutz M. Kolbe. (2011) Einfluss von IT-Service-Management-Frameworks auf die IT-OrganisationImpact of IT Service Management Frameworks on the IT Organization. WIRTSCHAFTSINFORMATIK 53:1, pages 5-19.
Crossref
Sue Conger. (2011) Software Development Life Cycles and Methodologies. International Journal of Information Technologies and Systems Approach 4:1, pages 1-22.
Crossref
Chadi Aoun, Savanid Vatanasakdakul & Yang Chen. 2011. Governance and Sustainability in Information Systems. Managing the Transfer and Diffusion of IT. Governance and Sustainability in Information Systems. Managing the Transfer and Diffusion of IT 239 248 .
Marko Jäntti & Julia Järvinen. 2011. Systems, Software and Service Process Improvement. Systems, Software and Service Process Improvement 37 48 .
Bogdan Hoanca & Richard Whitney. (2010) Taking a Byte of Telephony Costs. Journal of Cases on Information Technology 12:4, pages 18-34.
Crossref
Suren Behari, Aileen Cater-Steel, Anup Shrestha & Jeffrey Soar. (2016) A Measurement Model to Link Process Operational Measures to Risks Associated with Attainment of Business Critical Success Factors. SSRN Electronic Journal.
Crossref

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Order Reprints Request Corporate Permissions

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

Request Academic Permissions

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.

Related research

People also read lists articles that other readers of this article have read.

Recommended articles lists articles that we recommend and is powered by our AI driven recommendation engine.

Cited by lists all citing articles based on Crossref citations.
Articles with the Crossref icon will open in a new tab.