Cronholm, Stefan; Salomonson, Nicklas - In: International Journal of Quality and Service Sciences 6 (2014) 1, pp. 60-76
Purpose – IT service management (ITSM) is a discipline for management and maintenance of IT-systems and is claimed to play a critical role in supporting and satisfying business requirements. However, from a customer perspective, ITSM is considered as being costly and the outcome is not always...