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IARIA Congress 2023, The 2023 IARIA Annual Congress on Frontiers in Science, Technology, Services, and Applications
November 13, 2023 to November 17, 2023 - Valencia, Spain

 

 


ThinkMind // ICDS 2011, The Fifth International Conference on Digital Society // View article icds_2011_0_30_90013


Driving Service Agility: A longitudinal case in Yell

Authors:
Sharm Manwani
Robert Carr

Keywords: service management, frameworks, agility

Abstract:
Organizations require effective service management in order to meet business service levels and reduce costs in the operation of information systems. There is a growing body of knowledge that describes the rationale and the outcome of these experiences. These cases indicate that the capabilities and processes of the organization are important factors in achieving success. Our review of the literature considers both the hard and soft factors such as service processes and trust in service partners. These factors are explored through a longitudinal case study designed to provide insights into how the environment sets the parameters for service management. The selected case analyses the organization changes to its service management approaches during a period of several years. Results are discussed from both practitioner and theoretical viewpoints with proposals for further research

Pages: 13 to 17

Copyright: Copyright (c) IARIA, 2011

Publication date: February 23, 2011

Published in: conference

ISSN: 2308-3956

ISBN: 978-1-61208-116-8

Location: Gosier, Guadeloupe, France

Dates: from February 23, 2011 to February 28, 2011

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