Tobacco use continues to be the leading preventable cause of mortality and morbidity in North America and Quitlines are one of the primary cessation resources available to assist tobacco users with quitting. Implementation of best practices is important to the success of quitlines, but unfortunately, it is a complex and elusive process often…

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.…