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Direct linkMoore, Annette G. – ProQuest LLC, 2012
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)…
Descriptors: Information Technology, Efficiency, Program Effectiveness, Measurement Techniques
