805
Views
6
CrossRef citations to date
0
Altmetric
Themed Articles: Servitizing IT

A Five-Step Method to Tune Your ITSM Processes

&
Pages 156-167 | Published online: 14 Apr 2010

References

  • Carley , K. 2002 . Computational organizational science and organizational engineering . Simulation Practice and Theory , 10 : 253 – 269 .
  • Carley , K. 2003 . “ Dynamic Network Analysis ” . In Dynamic Social Network Modeling and Analysis: Workshop Summary and Papers , Edited by: Breiger , R. , Carley , K. and Pattison , P. 133 – 145 . Washington, DC : Committee on Human Factors, National Research Council .
  • Carley , K. and Reminga , J. 2004 . ORA: Organization Risk Analyzer(Carnegie Mellon University Technical Report, CMU–ISRI–04–106) , Pittsburgh, , PA : Carnegie Mellon .
  • Computational Analysis of Social and Organizational Systems (CASOS). http://www.casos.cs.cmu.edu (Accessed: 10 January 2010 ).
  • Cox , R. , Marriott , I. and Seabrook , D. 2003 . Trust and Control: The Key to Optimal Outsourcing Relationships , Stamford, , CT : The Gartner Group .
  • DeLong , D. W. 2004 . Lost Knowledge: Confronting the Threat of an Aging Workforce , New York : Oxford University Press .
  • Fitzsimmons , J. A. and Fitzsimmons , M. J. 2006 . Service management: Operations, Strategy, and Information Technology , New York : McGraw-Hill .
  • Fleming , W. 2005 . Using Cost of Service to Align IT , Chicago, IL : Presentation at itSMF . September 2005
  • Galup , S. , Dattero , R. , Quan , J. and Conger , S. 2009 . An Overview of Information Technology Service Management . Communications of the ACM , 52 ( 5 ) : 124 – 127 .
  • ISO/IEC 20000-1. (2005). Information Technology—Service management, Part 1, section 3.3, p. 4. Geneva, Switzerland: ISO (International Organization for Standardization).
  • Kalpic , B. and P , Bernus. 2006 . Business process modeling through the knowledge management perspective . Journal of Knowledge Management , 10 ( 3 ) : 40 – 56 .
  • Office of Government Commerce (OGC) . 2007 . ITIL® Continual Service Improvement , London, , England : OGC .
  • Office of Government Commerce (OGC) . 2007 . ITIL® Service Design , London, , England : OGC .
  • Office of Government Commerce (OGC) . 2007 . ITIL® Service Operation , London, , England : OGC .
  • Office of Government Commerce (OGC) . 2007 . ITIL® Service Strategy , London, , England : OGC .
  • Recker , J. , Rosemann , M. , Indulska , M. and Green , P. 2009 . Business Process Modeling—A Comparative Analysis . Journal of the Association for Information Systems , 10 ( 4 ) : 333 – 363 .
  • Scott , J. 2000 . Social Network Analysis: A Handboook , London : SAGE Publications Ltd .
  • van Bon , J. 2002 . The Guide to IT Service Management , Vol. 1 , Addison-Wesley .
  • van Bon , J. , de Jong , A. , Kolthof , A. , Pieper , M. , Rozemeijer , E. , Tjassing , R. , van der Veen , A. and Verheijen , T. 2007 . IT Service Management—An Introduction based on ISO 20000 and ITIL V3 , The Netherlands : Van Haren Publishing .

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:

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:

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.