In 2008, state legislatures provided $6 billion in financial aid to 2 million low-income young adults. When low-income young adults receive state financial aid and do not complete college, states lose their investment because fewer people with degrees will contribute to the state's economy. Declining states' budgets have led to (a) the rising cost…

This dissertation provides a practical approach for measuring operational efficiency and operational effectiveness for IT organizations introducing the ITIL process framework. The intent of the study was to assist Chief Information Officers (CIOs) in explaining the impact of introducing the Information Technology Infrastructure Library (ITIL)…