Obwegeser, Nikolaus; Nielsen, Daniel T.; Spandet, Nicklas M. (2019). Continual Process Improvement for ITIL Service Operations: A Lean Perspective Information Systems Management, 36(2), pp. 141-167. Taylor & Francis Online 10.1080/10580530.2019.1587576
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Continual Process Improvement for ITIL Service Operations A Lean Perspective.pdf - Published Version Restricted to registered users only Available under License Publisher holds Copyright. Download (4MB) | Request a copy |
IT service management (ITSM) practitioners recognize the need for continuous improvement of IT services. Using a design science research approach, we develop a five – step process improvement framework for ITIL (Information Technology Infrastructure Library) service operations, based on the use of the Lean toolset. The proposed framework offers a structured approach for process improvement in practice and a basis for more systematic research.
Item Type: |
Journal Article (Original Article) |
|---|---|
Division/Institute: |
Business School > Institute for Digital Technology Management Business School |
Name: |
Obwegeser, Nikolaus 0000-0003-3404-1989; Nielsen, Daniel T. and Spandet, Nicklas M. |
ISSN: |
1058-0530 |
Publisher: |
Taylor & Francis Online |
Language: |
English |
Submitter: |
Nikolaus Obwegeser |
Date Deposited: |
20 Sep 2021 15:20 |
Last Modified: |
29 Sep 2021 02:18 |
Publisher DOI: |
10.1080/10580530.2019.1587576 |
ARBOR DOI: |
10.24451/arbor.15308 |
URI: |
https://arbor.bfh.ch/id/eprint/15308 |
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