2009•Lecture notes in business information processingRequires access

Lessons Learnt from the Improvement of Customer Support Processes: A Case Study on Incident Management

Marko Jäntti

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Key concepts: Information Technology Infrastructure Library, Incident management, Financial management for IT services, IT service management, Process management, ITIL security management, Capacity management, Process (computing)

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Lessons Learnt from the Improvement of Customer Support Processes: A Case Study on Incident Management — Research Paper | ScholarLens