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IT-Service Cachet - Managing IT-Service Performance and IT-Service Quality

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2012Using enterprise architecture analysis and interview data to estimate service response time34 cited
2009Service impact analysis using business continuity planning processes24 cited
2007Implementing centralised IT service management: drawing lessons from the public sector24 cited
2016Innovative decision support for IT service management20 cited
2015CloudLive: a life cycle framework for cloud services18 cited
2014Research in Information Technology Service Management (ITSM) (2000 – 2010)16 cited
2011Research in Information Technology Service Management (ITSM): Theoretical Foundation and Research Topic Perspectives16 cited

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