Abstract
Many IT service provider companies are interested in using the ISO/IEC 20000 service management standard to demonstrate their ability to provide high quality IT services to customers. However, the deployment of IT service management processes may cause several challenges. The research problem of this study is: How to improve the deployment of IT service management processes? The main contribution of this paper is to present experiences from a case study that focused on evaluating the deployment of an incident management process and a service desk tool.
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Jäntti, M., Järvinen, J. (2011). Improving the Deployment of IT Service Management Processes: A Case Study. In: O‘Connor, R.V., Pries-Heje, J., Messnarz, R. (eds) Systems, Software and Service Process Improvement. EuroSPI 2011. Communications in Computer and Information Science, vol 172. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-22206-1_4
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DOI: https://doi.org/10.1007/978-3-642-22206-1_4
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