Information technology (IT) service management is considered a collection of frameworks
that support organizations managing services. The implementation of these kinds of …

High availability of information technology (IT)-applications and-infrastructure components is
a significant factor for the success of organizations because more and more business …

A growing number of organizations are implementing the ITIL (IT Infrastructure Library)“best
practice” framework in an attempt to improve their IT service management processes …

Queensland Health, a large Australian government agency, implemented a centralised IT
service management model based on the ITIL framework. This paper presents an in-depth …

Abstract IT Service Management (ITSM) is transforming the management of the IT function
on a global scale with major changes in work practices. The intent of this study is to …

Über 90 Prozent aller Unternehmen nutzen IT-Service-Management-Frameworks, dennoch
existiert nur wenig Forschung über deren Vorteile für IT-Abteilungen und einzelne …

Effective information technology service provision is key to the success of organisations.
This paper presents results from five Australian organisations that implemented the …

There is a growing interest in businesses around the world when it comes to professionalize
IT operation by implementing process-based frameworks built on best practices. There are …

Over 45% of companies are estimated to use IT Service Management (ITSM) frameworks,
yet, these frameworks can be imitated and hence the competitive advantage gained from …

Information Technology Infrastructure Library (ITIL) is a popular framework for IT
governance, but little academic research on ITIL exists. The authors investigate the overlap …