Marko Jäntti, Terry Rout, Lian Wen, Sanna Heikkinen, Aileen Cater-Steel. Exploring the Impact of IT Service Management Process Improvement Initiatives: A Case Study Approach. In Tanja Woronowicz, Terry Rout, Rory V. O'Connor, Alec Dorling, editors, Software Process Improvement and Capability Determination - 13th International Conference, SPICE 2013, Bremen, Germany, June 4-6, 2013. Proceedings. Volume 349 of Communications in Computer and Information Science, pages 176-187, Springer, 2013. [doi]