Improving IT Service Operation Processes

被引：0
|
作者：
Jantti, Marko [1 ]
Rout, Terry [2 ]
机构：
[1] Univ Eastern Finland, Sch Comp, ITSM Res Grp, POB 1627, Kuopio 70211, Finland
[2] Griffith Univ, Inst Integrated & Intelligent Syst, Nathan, Qld 4111, Australia
来源：
PRODUCT-FOCUSED SOFTWARE PROCESS IMPROVEMENT | 2013年 / 7983卷
关键词：
Service operation; incident; problem management;
D O I：
暂无
中图分类号：
TP31 [计算机软件];
学科分类号：
081202 ; 0835 ;
摘要：
IT organizations often start improving IT service management from the processes that are closely related to customer interface, such as incident management, service request management and problem management. These processes belong to the service operation phase in IT service management. However, many IT organizations encounter difficulties while adopting service operation practices. The research problem in this study is: How service operation processes are performed in IT service provider companies and what types of challenges exist in these companies regarding service operation?
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页码：359 / 362
页数：4
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