کد مقاله | کد نشریه | سال انتشار | مقاله انگلیسی | نسخه تمام متن |
---|---|---|---|---|
553313 | 873476 | 2010 | 12 صفحه PDF | دانلود رایگان |
عنوان انگلیسی مقاله ISI
Using process mining to identify coordination patterns in IT service management
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کلمات کلیدی
موضوعات مرتبط
مهندسی و علوم پایه
مهندسی کامپیوتر
سیستم های اطلاعاتی
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چکیده انگلیسی
We empirically analyze the database used in the help desk process between a national US public agency and its global outsourcing provider. We considered the question of whether the database might reveal a deeper level of knowledge than was apparent from direct inspection. Our results reveal that four constructs underlie this process. Three are confirmed through covariance-based structural equation modeling and a fourth is implied through existing data. Our results suggest refinement in service level agreements to create a different type of governance coordination to assist in aligning the outsourcing provider's execution more closely with the client's needs.
ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Decision Support Systems - Volume 49, Issue 2, May 2010, Pages 175–186
Journal: Decision Support Systems - Volume 49, Issue 2, May 2010, Pages 175–186
نویسندگان
Theresa M. Edgington, T.S. Raghu, Ajay S. Vinze,