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Improving IT Service Desk and Service Management Processes in Finnish Tax Administration: A Case Study on Service Engineering
14 references·0 citing·39 second hop
Improving IT Service Desk and Service Management Processes in Finnish Tax Administration: A Case Study on Service Engineering (2012)Improving IT Service Desk and Service Man…Understanding the ITIL Implementation Project: Conceptualization and Measurements (2011)Understanding the ITIL Implem…A Maturity Model for Implementing ITIL v3 (2010)A Maturity Model for Implemen…Lessons Learnt from the Improvement of Customer Support Processes: A Case Study on Incident Management (2009)Lessons Learnt from the Impro…Justifications, Strategies, and Critical Success Factors in Successful ITIL Implementations in U.S. and Australian Companies: An Exploratory Study (2009)Justifications, Strategies, a…ITIL Process Integration in the Context of Organization Environment (2009)ITIL Process Integration in t…Implementing it Service Management: A Case Study Focussing on Critical Success Factors (2009)Implementing it Service Manag…Integrated change and configuration management (2007)Integrated change and configu…Classifying ITIL Processes; A Taxonomy under Tool Support Aspects (2006)Classifying ITIL Processes; A…ITIL as Common Practice Reference Model for IT Service Management: Formal Assessment and Implications for Practice (2005)ITIL as Common Practice Refer…Knowledge management-centric help desk: specification and performance evaluation (2004)Knowledge management-centric …CM/sup 3/: service level agreement (2004)CM/sup 3/: service level agre…The role of the help desk in the strategic management of information systems (1996)The role of the help desk in …Case Study Research: Design and Methods (1991)Case Study Research: Design a…Case Study Research: Design and Methods (1984)Case Study Research: Design a…Grundsätze ordnungsmäßiger Referenzmodellierung (1998)Integration of IT service management into enterprise architecture (2007)Designing an evaluation framework for IT service management (2010)VIVACE: A framework for the systematic evaluation of variability support in process-aware information systems (2014)Specification of service level agreements, clarifying concepts on the basis of practical research (2003)Establishing a Measurement System for IT Service Management Processes: A Case Study (2011)Towards an Improved IT Service Desk System and Processes: A Case Study (2012)Qualitative research and evaluation methods (1980)Case study research: design and methods (2011)Impact of IT Service Management Frameworks on the IT Organization (2011)IT Service Management: A Cross-national Study of ITIL Adoption (2014)Critical success factors (CSFs) for information technology governance (ITG) (2016)A Dynamic Theory of Organizational Knowledge Creation (1994)The Knowledge-Creating Company (1995)The Knowledge-Creating Company (1998)Comparing with your main competitor: the single most important task of knowledge management performance measurement (2007)Employees as performers in knowledge intensive firms: role of knowledge sharing (2015)The Impact of Authentic Leadership on Knowledge Sharing Behavior with the Moderating role of Islamic Work Ethics (2018)Investigating Information Systems with Action Research (1999)Understanding the Main Phases of Developing a Maturity Assessment Model (2005)Developing Maturity Models for IT Management (2009)Designing a New Integrated IT Governance and IT Management Framework Based on Both Scientific and Practitioner Viewpoint (2012)IT Governance Implementation: The Determinant Factors (2012)An Overlapless Incident Management Maturity Model for Multi-Framework Assessment (ITIL, COBIT, CMMI-SVC) (2018)Building Theories from Case Study Research (1989)The Enterprise System Experience— From Adoption to Success (2000)The effect of critical success factors on IT governance performance (2011)Does Sample Size Matter in Qualitative Research?: A Review of Qualitative Interviews in is Research (2013)Up, up and away: social marketing breaks free (2014)Mixed Methods Research: A Research Paradigm Whose Time Has Come (2004)Qualitative research: Methods in the social sciences (2006)Document Analysis as a Qualitative Research Method (2009)Theory Building From Cases: Opportunities And Challenges (2007)Qualitative Case Study Methodology: Study Design and Implementation for Novice Researchers (2015)A post-implementation evaluation of a student information system in the UK higher education sector (2003)Information Technology Help Desk Survey: To Identify the Classification of Simple and Routine Enquiries (2007)The Need for a Tool to Support Users of e-Science Infrastructures in a Virtual Laboratory Environment (2015)A Maturity Model for Implementing ITIL V3 in Practice (2011)Trust and reputation for Internet of Things: Fundamentals, taxonomy, and open research challenges (2019)
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References

  • 1984Case Study Research: Design and Methods82,022 cited
  • 1991Case Study Research: Design and Methods39,631 cited
  • 2009Justifications, Strategies, and Critical Success Factors in Successful ITIL Implementations in U.S. and Australian Companies: An Exploratory Study199 cited
  • 2005ITIL as Common Practice Reference Model for IT Service Management: Formal Assessment and Implications for Practice166 cited
  • 2009Implementing it Service Management: A Case Study Focussing on Critical Success Factors155 cited
  • 2006Classifying ITIL Processes; A Taxonomy under Tool Support Aspects67 cited
  • 2004Knowledge management-centric help desk: specification and performance evaluation59 cited
  • 2010A Maturity Model for Implementing ITIL v352 cited
  • 2004CM/sup 3/: service level agreement48 cited
  • 1996The role of the help desk in the strategic management of information systems37 cited
  • 2007Integrated change and configuration management22 cited
  • 2009Lessons Learnt from the Improvement of Customer Support Processes: A Case Study on Incident Management18 cited
  • 2009ITIL Process Integration in the Context of Organization Environment15 cited
  • 2011Understanding the ITIL Implementation Project: Conceptualization and Measurements13 cited

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