2012•Lecture notes in computer scienceRequires access

Improving IT Service Desk and Service Management Processes in Finnish Tax Administration: A Case Study on Service Engineering

Marko Jäntti

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Key concepts: Information Technology Infrastructure Library, Service desk, Incident management, IT service management, Service (business), Service design, Service level objective, Desk

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Improving IT Service Desk and Service Management Processes in Finnish Tax Administration: A Case Study on Service Engineering — Research Paper | ScholarLens