Problem management maturity within corrective maintenance
Journal of Software Maintenance: Research and Practice
ICSM '04 Proceedings of the 20th IEEE International Conference on Software Maintenance
Behind the help desk: evolution of a knowledge management system in a large organization
CSCW '04 Proceedings of the 2004 ACM conference on Computer supported cooperative work
EEE '05 Proceedings of the 2005 IEEE International Conference on e-Technology, e-Commerce and e-Service (EEE'05) on e-Technology, e-Commerce and e-Service
Building an IT help desk: from zero to hero
Proceedings of the 33rd annual ACM SIGUCCS conference on User services
Knowledge management-centric help desk: specification and performance evaluation
Decision Support Systems
Integrated change and configuration management
IBM Systems Journal
ITIL Process Integration in the Context of Organization Environment
CSIE '09 Proceedings of the 2009 WRI World Congress on Computer Science and Information Engineering - Volume 07
A Maturity Model for Implementing ITIL v3
SERVICES '10 Proceedings of the 2010 6th World Congress on Services
e-government: ITIL-based service management case study
Proceedings of the 12th International Conference on Information Integration and Web-based Applications & Services
ITIL Service Operation 2011 Edition
ITIL Service Operation 2011 Edition
ITIL Service Strategy 2011 Edition
ITIL Service Strategy 2011 Edition
ITIL Continual Service Improvement 2011 Edition
ITIL Continual Service Improvement 2011 Edition
Understanding the ITIL Implementation Project: Conceptualization and Measurements
DEXA '11 Proceedings of the 2011 22nd International Workshop on Database and Expert Systems Applications
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Due to success of IT service management frameworks, the service desk function and the incident management process are improvement targets of high priority for many IT companies at the moment. The main goal of the incident management process is to restore normal service operation as quickly as possible. The research problem of this study is: How service engineering processes and service desk can be improved by using ITIL-based best practices? The main contribution of this paper is to 1) describe the phases of a study that focused on improving service desk and incident management process from IT service management perspective and 2) provide lessons learnt from the study. The case study was carried out with a single case: Finnish Tax Administration.