IT service management: towards a contingency theory of performance measurement

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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...

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Bibliographic Details
Main Authors:	Gacenga, F., Cater-Steel, A., Tan, Wui-Gee, Toleman, M.
Format:	Conference Paper
Published:	ICIS 2011
Online Access:	http://aisel.aisnet.org/icis2011/proceedings/servicescience/5/ http://hdl.handle.net/20.500.11937/59438

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