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Direct linkPeterson, Kristy – ProQuest LLC, 2010
The capability of organizations to operate on the Information Technology Infrastructure Library (ITIL) framework is reliant on ITIL process measurements. Appropriate ITIL process measurements help ensure desired outcomes, enable corrective actions to take place prior to process failure, and direct process activities towards continuous improvement.…
Descriptors: Information Technology, Correlation, Measurement Objectives, Measurement Techniques
Peer reviewedMartin, Rebecca – Journal of Access Services, 2003
In 1991, the University Libraries of Northern Illinois University implemented a revised policy for renewals of library materials. Various system, staff, and patron-related concerns required the access services department to adapt to immediate demands, then to seek longterm solutions. This case study examines the initial impact of the new policy,…
Descriptors: Library Materials, Research Libraries, Library Services, Library Policy
