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The resources page will provide access to useful sites concerning all aspects of
IT Service Management.
Centre for IT Service Management Research Resources
Conference Presentations
itSMF Presentation, Blackpool 1998
Conference Papers
ECIS 1997 The Life of a Public Email Conference
BIT 1997 (Manchester Metropolitan University) Post-Modernist Information Management
UKAIS 1998 (Lincoln University) A Dynamic Theory of Information Systems Planning
BIT 1999 (Manchester Metropolitan University) Public Domain Information Systems
Journal Papers
International Journal of Public Sector Management (1993) Information Systems in the Public Sector
International Journal of Public Sector Management (2000) The Commercialisation of Public Sector Information
Other resources, listed by subject area.
Software Documentation
Introduction to Software Documentation (Powerpoint presentation)
Time Billing System Case Study to support presentation.
Software
Configuration Management
Services Management
Sinking in the Service Management Sea?
Service Development
Service Quality
The SERVQUAL Model (Slide)
Influence of Personality on Customer Assessments of Service Quality
Use of SERVQUAL in an academic medical library
Measuring Information Systems Service Quality: Concerns over the use of SERVQUAL Questionnaire. MISQ 21 (2) Abstract
Measuring Information Systems Service Quality: Concerns for a Complete Canvas. MISQ 21 (2) Abstract (Response to above paper).
Pragmatic Perspectives on the Measurement of Information Systems Service Quality. MISQ 21 (2) Abstract (Another response)
Kano Model of Customer Satisfaction
IT Governance
Corporate Approaches to IT Governance: Slide Presentation
IT Governance at Harley-Davidson (CIO Magazine)
IT Governance at the University of Guelph
IT Governance in the State of Iowa (Slides)
Measuring and improving corporate information technology through the balanced scorecard
Guide to a Balanced Scorecard Performance Management Methodology
End User Computing
End-User Applications (Technical Overview)
End User Computing (Slide Presentation)
Treasury Board of Canada End-User Computing Audit
Dodson, B (1995) Harnessing End-User Computing within the Enterprise
Towards User-Oriented control of End-User Computing in Large Organisations.
Outsourcing
State of Texas IT Outsourcing Guidelines
Guidelines for selecting an outsourcing service provider
Formation Consulting's Approach to Outsourcing
IT Association of New Zealand Outsourcing Guidelines
How to outsource local government IT
13 Big Mistakes to avoid in outsourcing
Application Service Providers
Application Service Provider News
Application Service Providers Market Model (IDC)
The ASP Boom (Sun MicroSystems)
ASP Application: Site Monitoring
Adam-Wells Real Estate Case Study
Applications Service Providers : A Primer
Resource Management
Software Asset Management Methodology
HP targets IT Service Management (1998)
Optimising enterprise IT asset management (IBM)
Asset Management (Janus Technologies)
Availability Management (Tivoli)
Help Desks
Customer Service Management Group
Association of Support Professionals
Distributed Management Task Force
Human Resources Management in IT
IT Staff turnover at Cornell University
Employee Retention : general human resource management advice
Trained IT staff may not be able to cope with real world problems
Make or Buy
Make or Buy: a business decision
Information Systems Procurement
New Zealand IT Procurement (1998)
State of Mississippi Information Technology Service Procurement Handbook
Making Smart IT Choices Center for Technology in Government
Quality Management Systems
Some comments from Carnegie Mellon University's Masters in Software Engineering on Quality
Predictive Quality Control with Software Inspections
Software Quality Institute Newsletter
Software Quality Assurance Resources
Constructing a Basic Software Quality Regime
Information Systems Security
Resources at the LSE Computer Security Research Centre
University of Glamorgan MSc in Information Security and Computer Crime
Example of BS7799 Software Support Product
National Institute of Health (US) IT Security Policies
Security Management Practices Slideshow
Managing E-Services
Slide show on Web Quality E.Kim Southern Illinois University
Managing Intranets
Knowledge Bases
Information Technology Management Web
ManyWorlds Strategic Management Knowledge Base
IT Service Company Websites
IT Service Management Organisations
Trade Journals
On-Line Journals
Journal of Strategic Information Systems
European Journal of Information Systems
International Journal of Electronic Commerce
Journal of the Association of Information Systems
Journal of Internet Banking and Commerce
Electronic Journal of Information Systems Evaluation
Journal of Information Technology
International Journal of Service Industry Management
Last Updated by Neil McBride 07/03/01
Last updated: 18/09/00 by CSE Webmaster |