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dc.contributor.authorJäntti Marko
dc.contributor.authorCater-Steel Aileen
dc.date.accessioned2018-02-09T08:38:00Z
dc.date.available2018-02-09T08:38:00Z
dc.date.issued2017
dc.identifier.urihttps://erepo.uef.fi/handle/123456789/6026
dc.description.abstractIT Service Operations is a high priority improvement target for IT service providers because it is critical for business operations and involves daily interaction with customers, thus directly effecting customer satisfaction. An action research project involving three organizations explored current IT service operation activities and challenges and initiated projects to improve service operation at each organization. The findings indicate that the major challenges include reactive rather than proactive approach to IT operations management, measurement and reporting, classification of incidents, management of customer feedback, and interfaces between IT service operation processes. Recommendations are formulated to help IT service managers and theoretical contributions are provided.en
dc.language.isoENen
dc.publisherTECSIen
dc.relation.ispartofseriesJournal of Information Systems and Technology Managementen
dc.relation.urihttp://dx.doi.org/10.4301/S1807-17752017000200004en
dc.rightsCC BY http://creativecommons.org/licenses/by/4.0/en
dc.subjectIT Service Operationsen
dc.subjectService Desken
dc.subjectIT Service Managementen
dc.subjectContinual Service Improvementen
dc.subjectProactive approachen
dc.titleProactive Management of IT Operations to Improve IT Servicesen
dc.description.versionpublished versionen
dc.contributor.departmentSchool of Computing, activitiesen
uef.solecris.id52012106en
dc.type.publicationinfo:eu-repo/semantics/articleen
dc.rights.accessrights© Authorsen
dc.relation.doi10.4301/S1807-17752017000200004en
dc.description.reviewstatuspeerRevieweden
dc.format.pagerange191-218en
dc.relation.issn1807-1775en
dc.relation.issue2en
dc.relation.volume14en
dc.rights.accesslevelopenAccessen
dc.type.okmA1en
dc.type.versioninfo:eu-repo/semantics/publishedVersionen
uef.solecris.openaccessOpen access -julkaisukanavassa ilmestynyt julkaisu


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