Information and Management
The Wisdom of Crowds
The effect of service quality and partnership on the outsourcing of information systems functions
Journal of Management Information Systems
Peoplecloud for the globally integrated enterprise
ICSOC/ServiceWave'09 Proceedings of the 2009 international conference on Service-oriented computing
Managing Enterprise IT Systems Using Online Communities
SCC '11 Proceedings of the 2011 IEEE International Conference on Services Computing
New learning network paradigms: Communities of objectives, crowdsourcing, wikis and open source
International Journal of Information Management: The Journal for Information Professionals
Collective Intelligence Applications in IT Services Business
SCC '12 Proceedings of the 2012 IEEE Ninth International Conference on Services Computing
SCC '12 Proceedings of the 2012 IEEE Ninth International Conference on Services Computing
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Customer satisfaction and delivery excellence measure the overall quality of IT services. Services quality management relies on the insights obtained by extracting large volumes of tacit knowledge about processes, products and people. This knowledge is not automatically discoverable, as it is unstructured and widely distributed among the experts, making it challenging to drive quality across all these dimensions. To address these knowledge gaps needed for next level of quality management of IT services we apply collective intelligence methodology, by engaging a set of experts to discover knowledge through collaboration. We further augment enterprise data sources with uncovered human knowledge. We demonstrate the effectiveness of our approach addressing challenges in scalable knowledge discovery both as part of large-scale business transformational and on-going operational activities.