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Business process management heuristics in IT service management: a case study for incident management
This research aims to understand how Business process management (BPM) can be applied for the improvement of Information Technology service management (ITSM) processes. A case study is conducted for the improvement of the ...
Information technology governance for higher education institutions: A multi-country study
Information Technology governance (ITG) calls for the definition and implementation of formal practices at the highest level in the organization, involving structures, processes and relational practices for the creation ...