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Confusion in the Ranks: IT Service Management Practice and Terminology

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2006A research manifesto for services science1,053 cited
2004Strategies for Information Technology Governance487 cited
2009An overview of IT service management184 cited

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2022Towards an Adaptive Strategic IT Governance Model for SMEs38 cited
2021An IT Service Management Literature Review: Challenges, Benefits, Opportunities and Implementation Practices34 cited
2011Barriers to information technology governance adoption : a preliminary empirical investigation31 cited

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2022Key Factors in Achieving Service Level Agreements (SLA) for Information Technology (IT) Incident Resolution30 cited

2017Tracing the Roots of the Organizational Benefits of IT Services29 cited

2023Implementation and impacts of IT Service Management in the IT function27 cited

2017An Agile Framework for ITS Management In Organizations26 cited

2016Literature review of the situation research faces in the application of ITIL in Small and Medium Enterprises25 cited