Improving IT Service Management Processes: A Case Study on IT Service Support

Antti Lahtela, Marko Jäntti. Improving IT Service Management Processes: A Case Study on IT Service Support. In Andreas Riel, Rory O'Connor, Serge Tichkiewitch, Richard Messnarz, editors, Systems, Software and Services Process Improvement - 17th European Conference, EuroSPI 2010, Grenoble, France, September 1-3, 2010. Proceedings. Volume 99 of Communications in Computer and Information Science, pages 95-106, Springer, 2010. [doi]

Abstract

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