Purpose – The purpose of this paper is to present research that was conducted with an objective to conceptualize and develop an instrument for the measurement of the perception of IT support service practitioners about the applicability of lean concepts in IT support services....

Purpose – The purpose of this paper is to capture and analyze the perception gaps with respect to the current usage and importances of the lean practices from the IT support service practitioners’ perspective. Design/methodology/approach – A questionnaire was developed to capture the...