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Titlebook: Software Process Improvement and Capability Determination; 13th International C Tanja Woronowicz,Terry Rout,Alec Dorling Conference proceed

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Exploring the Impact of IT Service Management Process Improvement Initiatives: A Case Study Approach. This has led us to investigate the research problem: What positive impacts have resulted from IT service management process improvement? The main contributions of this paper are 1) to identify the ITSM process improvement outcomes in two IT service provider organizations and 2) provide advice as lessons learnt.
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Conference proceedings 2013ous submissions. The papers are organized in topical sections on process quality; medical device software processes; design and use of process models; studies of software development; agile development; IT service management; assessment for diagnosis.
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