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CM/sup 3/: service level agreement
1 references·3 citing·9 second hop
CM/sup 3/: service level agreement (2004)CM/sup 3/: service level agreementSpecification of service level agreements, clarifying concepts on the basis of practical research (2003)Specification of service leve…Towards an Improved IT Service Desk System and Processes: A Case Study (2012)Towards an Improved IT Servic…Improving IT Service Desk and Service Management Processes in Finnish Tax Administration: A Case Study on Service Engineering (2012)Improving IT Service Desk and…Establishing a Measurement System for IT Service Management Processes: A Case Study (2011)Establishing a Measurement Sy…Case Study Research: Design and Methods (1984)Building Great Customer Experiences (2002)Building theories from case study research (2009)Qualitative methods in management research (1992)The IT Service Capability Maturity Model. (1999)Assessing business-IT alignment in networked organizations (2009)The Case Research Strategy in Studies of Information Systems (1987)Case Study Research: Design and Methods (1991)Justifications, Strategies, and Critical Success Factors in Successful ITIL Implementations in U.S. and Australian Companies: An Exploratory Study (2009)
this work references cited by second hop

References

  • 2003Specification of service level agreements, clarifying concepts on the basis of practical research52 cited

Cited by

  • 2012Towards an Improved IT Service Desk System and Processes: A Case Study14 cited
  • 2012Improving IT Service Desk and Service Management Processes in Finnish Tax Administration: A Case Study on Service Engineering9 cited
  • 2011Establishing a Measurement System for IT Service Management Processes: A Case Study9 cited

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