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Justifications, strategies, and critical success factors in successful ITIL implementations in US and Australian companies : an exploratory study

Pollard, Carol; Cater-Steel, Aileen - In: Information systems management 26 (2009) 2, pp. 164-175

Persistent link: https://www.econbiz.de/10003906169

Managing knowledge and learning for process improvement : a software-mediated process assessment approach for IT service management

Shrestha, Anup; Kong, Eric; Cater-Steel, Aileen - In: The Palgrave handbook of knowledge management, (pp. 621-641). 2018

Persistent link: https://www.econbiz.de/10011888231

A Measurement Model to Link Process Operational Measures to Risks Associated with Attainment of Business Critical Success Factors

Behari, Suren; Cater-Steel, Aileen; Shrestha, Anup; … - 2016

There is currently no evidence of a measurement model to associate IT Service Management (ITSM) maturity with financial profitability which prompts the research question: how can a model and method be developed to link ITSM process capability and process performance with financial performance?...

Persistent link: https://www.econbiz.de/10014124440