Chan, Peter C.; Durant, Shauntell R.; Gall, Verna Mae; … - In: International Journal of E-Services and Mobile … 1 (2009) 2, pp. 62-82
Organizations are implementing IT Service Management (ITSM) and creating quality standards to design, deliver, and manage IT services to meet or exceed an agreed level of quality. ITSM uses the best practices of IT Infrastructure Library (ITIL) that informs IT management what needs to be done...