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Resources

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)

Service Quality Questions

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

IT Governance Portal

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

 

Computer Weekly ASP News 

Application Service Provider News

Application Service Providers

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

NetworkWorldFusion Research

 

Resource Management

 

Service Level Management

Software Asset Management Methodology

HP targets IT Service Management (1998)

HP Openview Express 

Optimising enterprise IT asset management (IBM)

Asset Management (Janus Technologies)

Availability Management (Tivoli)

Availability.com

 

Help Desks

 

Help Desk Institute 

Customer Service Management Group

Help Desk 2000

Association of Support Professionals

Distributed Management Task Force

Support Gate

 

Human Resources Management in IT

 

IT Staff turnover at Cornell University

Employee Retention : general human resource management advice

Staff Orientation

E-business Skills Gap

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

 

Tick IT

The Software Quality Page

Some comments from Carnegie Mellon University's Masters in Software Engineering on Quality

Predictive Quality Control with Software Inspections

Michael Fagan Associates

Personal Software Process

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

BS7799 How it Works

BS7799 Overview

Example of BS7799 Software Support Product

CRAMM User Group.

Logica Security Consulting

Slide show on CRAMM

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

Brint.Com

ZD-Net E-Commerce

NHS Information Authority

IT Support News

 

IT Service Company Websites

 

DCE Consultants

JBL IT Solutions

Tivoli

Remedy

Pink Elephant

Peregrine Systems 

IBM Global Services

Ultracomp

 

 

IT Service Management Organisations

 

IT Service Management Forum

 

Trade Journals

 

Government IT

Computer Weekly

 

On-Line Journals

 

Information Systems Journal

Journal of Strategic Information Systems

Information and Management

Omega

European Journal of Information Systems

European Management Journal

Long Range Planning

International Journal of Electronic Commerce

Internet Research

Journal of the Association of Information Systems

Journal of Internet Banking and Commerce

MIS Quarterly

Electronic Journal of Information Systems Evaluation

Journal of Information Technology

International Journal of Service Industry Management

Managing Service Quality 

Service Industries Journal

Journal of End-User Computing

 

 

Last Updated by Neil McBride 07/03/01









Last updated: 18/09/00 by CSE Webmaster