IT service management: towards a contingency theory of performance measurement
Information Technology Service Management (ITSM) focuses on IT service creation, design, delivery and maintenance. Measurement is one of the basic underlying elements of service science and this paper contributes to service science by focussing on the selection of performance metrics for ITSM. Conti...
| Main Authors: | , , , |
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| Format: | Conference Paper |
| Published: |
ICIS
2011
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| Online Access: | http://aisel.aisnet.org/icis2011/proceedings/servicescience/5/ http://hdl.handle.net/20.500.11937/59438 |