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A Study of Service Desk Setup in Implementing IT Service Management in Enterprises
6 references·4 citing·41 second hop
A Study of Service Desk Setup in Implementing IT Service Management in Enterprises (2013)A Study of Service Desk Setup in Implemen…Implementing it Service Management: A Case Study Focussing on Critical Success Factors (2009)Implementing it Service Manag…Call center employee personality factors and service performance (2009)Call center employee personal…Information Technology Infrastructure Library (2007)Information Technology Infras…Foundations of IT Service Management Based on ITIL V3 (2007)Foundations of IT Service Man…Using theory to evaluate personality and job-performance relations: A socioanalytic perspective. (2003)Using theory to evaluate pers…Zero defections: quality comes to services. (1990)Zero defections: quality come…Met4ITIL: A process management and simulation-based method for implementing ITIL (2018)Met4ITIL: A process managemen…Assessing the quality of information technology infrastructure services (2018)Assessing the quality of info…IT service management automation and its impact to IT industry (2017)IT service management automat…Lean continuous improvement to information technology service management implementation: Projection of ITIL framwork (2016)Lean continuous improvement t…A Coefficient of Agreement for Nominal Scales (1960)The Measurement of Observer Agreement for Categorical Data (1977)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Leadership, followership, and evolution: Some lessons from the past. (2008)WORKPLACE SOCIAL SUPPORT AND WORK–FAMILY CONFLICT: A META‐ANALYSIS CLARIFYING THE INFLUENCE OF GENERAL AND WORK–FAMILY‐SPECIFIC SUPERVISOR AND ORGANIZATIONAL SUPPORT (2011)Fostering and Measuring Skills: Improving Cognitive and Non-Cognitive Skills to Promote Lifetime Success (2014)On the Evaluation of Structural Equation Models (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Relative efficacy of organizational support and personality traits in predicting service recovery and job performances: a study of frontline employees in Turkey (2010)The impact of call centre stressors on inbound and outbound call‐centre agent burnout (2013)The Relationship between Emotional Intelligence and Job Performance of Call Centre Agents (2014)Case Study Research: Design and Methods (1984)Building Theories from Case Study Research (1989)The Enterprise System Experience— From Adoption to Success (2000)Impact of IT Service Management Frameworks on the IT Organization (2011)The effect of critical success factors on IT governance performance (2011)Up, up and away: social marketing breaks free (2014)Lean information management: Understanding and eliminating waste (2007)Dynamic capabilities through continuous improvement infrastructure (2009)Justifications, Strategies, and Critical Success Factors in Successful ITIL Implementations in U.S. and Australian Companies: An Exploratory Study (2009)Using Metamodeling to Represent Lean Six Sigma for IT Service Improvement (2019)Editorial Notes—The Growth of Interest in Services Management: Opportunities for Information Systems Scholars (2006)Complexity in engineering design and manufacturing (2012)Business Dynamics: Systems Thinking and Modeling for a Complex World (2000)Action Design Research1 (2011)Fundamentals of Business Process Management (2018)Using simulation-based optimization in the context of IT service management change process (2018)Strategic IT alignment Projects. Towards Good Governance (2021)Information System Audit Using COBIT and ITIL Framework: Literature Review (2022)Coefficient Alpha and the Internal Structure of Tests (1951)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A National Customer Satisfaction Barometer: The Swedish Experience (1992)The Behavioral Consequences of Service Quality (1996)Whence Consumer Loyalty? (1999)Evolving standards for IT service management (2007)A Model of Data Warehousing Process Maturity (2011)Enterprise architecture availability analysis using fault trees and stakeholder interviews (2012)Root-Cause Analysis of Design-Time Compliance Violations on the Basis of Property Patterns (2010)An Implementation of ITIL Guidelines for IT Support Process in a Service Organization (2013)The Evaluation and Improvement of IT Governance (2013)
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References

  • 1990Zero defections: quality comes to services.5,373 cited
  • 2003Using theory to evaluate personality and job-performance relations: A socioanalytic perspective.883 cited
  • 2009Implementing it Service Management: A Case Study Focussing on Critical Success Factors155 cited
  • 2007Foundations of IT Service Management Based on ITIL V3154 cited
  • 2009Call center employee personality factors and service performance95 cited
  • 2007Information Technology Infrastructure Library62 cited

Cited by

  • 2018Met4ITIL: A process management and simulation-based method for implementing ITIL30 cited
  • 2016Lean continuous improvement to information technology service management implementation: Projection of ITIL framwork18 cited
  • 2017IT service management automation and its impact to IT industry16 cited
  • 2018Assessing the quality of information technology infrastructure services16 cited

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