Purpose: Although an increasing number of organisations implement the Information Technology Infrastructure Library® (ITIL®) with the aim to improve provision of information technology services to their customers, a significant number of ITIL implementations do not achieve the expected...

Many IT service departments are adopting IT service management best practice frameworks such as the IT Infrastructure Library (ITIL) to improve the quality of service to customers. This study reports on recent surveys and case studies of organizations which have embarked on IT service management...

An analysis-form of soft systems methodology for information systems maintenance / Ivan Ka-Wa Lai, Joseph M. Mula -- Design science : a case study in information systems re-engineering / Raul Valverde, Mark Toleman, Aileen Cater-Steel -- Analyzing the use of information systems in logistics...

"This book provides an in-depth view into the critical contribution of IT service management to IT governance, and the strategic and tactical value provided by effective service management"--Provided by publisher.

In the fields of engineering, science and information technology, there remains an underrepresentation of female leadership in entry level, intermediate, upper level, and senior level management positions, creating an insufficient number of role models to encourage other women to join these...