Gilad Barash, Claudio Bartolini, Liya Wu. Measuring and Improving the Performance of an IT Support Organization in Managing Service Incidents. In Claudio Bartolini, Akhil Sahai, Jacques Philippe Sauvé, editors, Proceedings of BDIM 2007, 2nd IEEE/IFIP International Workshop on Business-Driven IT Management, May 21, 2007, Munich, Germany. pages 11-18, IEEE, 2007. [doi]
Abstract is missing.