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J. P. Wan and J. Jones, “Managing ITSM Implementation Complexity: A Warfield Version of Systems Science Perspective,” Enterprise Information Systems, 2012, in Press.

has been cited by the following article:

• TITLE: Case Study on M Company Best Practice with Global IT Management

  AUTHORS: Jiangping Wan, Xiaoyao Wan

  KEYWORDS: Global IT Management; IT Service Management; Enterprise Resource Planning; Centers of Excellence, Shared Services; Value Managers; Critical Success Factors; Analytic Hierarchy Process; Best Practices

  JOURNAL NAME: Technology and Investment, Vol.3 No.3, August 31, 2012

  ABSTRACT: The propose of research is to help those global companies to improve their IT service management (ITSM) more effectively. The ITSM of M company is analyzed with global IT management model, which contains 12 structuring elements, and the structuring elements model and their best practices are established in the IT service operation and maintenance process in the views of centers of excellence, shared services and value managers. Both the 12 structuring elements and 5 M company’s best practices of ITSM are rated with both critical success factors and analytic hierarchy process. The best practices are in the following: good relationship with customers (0.279), seamless and efficient department cooperation (0.231), team proficient in business and enterprise resource planning professional knowledge (0.226), high-quality library of knowledge management (0.176) and educational training (0.088).