Quan, Jing; Galup, Stuart Diaz; Dattero, Ronald - In: International Journal of Service Science, Management, … 7 (2016) 2, pp. 1-15
Information Technology Service Management (ITSM) is a quality management approach for managing IT services that meet business needs. The most broadly accepted ITSM framework is ITIL® (Mann, 2012) and its adoption by organizations across the globe has grown over the past decade. A study...