Case study on leveraging the ITIL framework to enhance service provision and customer satisfaction. The research project aimed to ascertain if a direct correlation exists between customer satisfaction and the use of ITIL.
This guide provides a comprehensive exploration of ITIL best practices, detailing the processes and principles necessary for effective IT service management. It covers key areas such as incident, problem, change, and configuration management, offering actionable insights and strategies to improve IT service delivery and align with business objectives.
This paper attempts to look at well – established concepts of governance in public and corporate life that can be applied for SOA governance. The authors also propose the use of Montesquieu’s power sharing formula that can help constitute the SOA governing bodies along the lines of Legislative, Executive and Judiciary branches in a government.
This paper discusses the business case for the service oriented architecture (SOA) investment – "it provides the dynamic capability to create innovation for managing change and empowering competitive advantage."
This presentation discusses Service Oriented Architecture (SOA) Governance.
This whitepaper describes what’s required to govern and manage a service oriented architecture.
This case study details the implementation of a performance management program – what are the benefits of IT performance measurement? why is performance management important? what are the critical success factors of an IT Performance Management Program? what are the key component of an IT Performance Management Program? how to build an IT Performance Management Program?
This case study discusses the implementation of an information technology (IT) performance measurement program – steps followed and frameworks used – and lessons learnt.
This paper describes a holistic, multidisciplinary framework that enables organizations to take a strategic approach to innovation.
This paper describes the surge of interest in the phenomenon of leveraging competitive spirit to create breakthrough ideas and outlines the factors critical for the success of competitions that seek ideas from company employees.