An investigation of a framework for the implementation of service management in the information and communication technology sector
Service Management (SM) is an integrated, cyclical and collaborative approach to the management of service requirements and levels. It involves the definition of client expectations, the satisfying of those expectations and the perpetual refining of the business agreement (Sturm 2001). SM in the ICT...
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| Format: | Others |
| Language: | English |
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Rhodes University
2006
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| Online Access: | http://hdl.handle.net/10962/d1002766 |