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C. C. Chen, C. Law and S. C. Yang, “Managing ERP Implementation Failure: A Project Management Perspective,” IEEE Transactions on Engineering Management, Vol. 56, No. 1, January, 2009, pp.157-170. doi:10.1109/TEM.2008.2009802

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• TITLE: Evaluation on Information Technology Service Management Process with AHP

  AUTHORS: Jiangping Wan, Hui Zhang, Dan Wan

  KEYWORDS: Information Technology Infrastructure Library, Information Technology Service Management Process, Analytical Hierarchy Process, Customer Satisfaction, Knowledge Support Structure

  JOURNAL NAME: Technology and Investment, Vol.2 No.1, February 25, 2011

  ABSTRACT: Though analyzing the IT service management framework and associated processes of KM company, this paper determines various indicators of IT service management process. The weights of each indicator are calculated with analytical hierarchy process (AHP), and the evaluation was executed in KM company. And the suggestions are proposed with consideration of both the evaluation results and the real situation of KM company’s IT service management. The case is deeply considered in the views of IT service management objectives and misunderstandings, customer satisfaction model of IT service management, knowledge supporting structure of IT service management. It is concluded that if the organization wishes to successfully implement IT service management’s customer satisfaction model, it should eliminate the misunderstandings of IT service objectives first, while the adoption of knowledge supporting structure of IT service management can play a multiplier effect.