Abstract
This paper presents a method for analyzing IT service delivery and its application in an Internet Service Provider (ISP). The method proposed is based on ITIL-processes and case study technique; it includes questionnaires for gathering information, semi-structured interviews, focus groups and documents as sources of information for recognition of factual information. The method application allows to the ISP determines its practices and limitations of the IT Service Delivery.
Cite
CITATION STYLE
Cunha, M., Varajão, J., Santana, D., & Bentes, I. (2010). Organizational, Business, and Technological Aspects of the Knowledge Society. Computer, 112, 7–8. https://doi.org/10.1007/978-3-642-16324-1
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