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...

The business models in business-to-business (B2B) e-commerce and their effectiveness have been a major topic of research in recent years. Due to the variety of existing models, it seems difficult to find a widely accepted categorization that can be analyzed and assessed. An in-depth study that...

Service and service systems concepts are fundamental constructs for the development of the emergent SSME, ITSM, and Service Oriented Software (SOS) knowledge streams. A diversified literature has provided a richness of findings, but at the same time, the lack of standardized conceptualizations...