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Analyzing IT service delivery in an ISP from Nicaragua
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- Flores, Johnny (author)
- KTH,Data- och systemvetenskap, DSV,Stockholm University, Sweden
- Rusu, L. (author)
- Johanneson, P. (author)
- (creator_code:org_t)
- Berlin, Heidelberg : Springer Berlin/Heidelberg, 2010
- 2010
- English.
- In: Organizational, Business, and Technological Aspects of the Knowledge Society. - Berlin, Heidelberg : Springer Berlin/Heidelberg. - 3642163238 - 9783642163234 ; , s. 155-165
- Conference paper (peer-reviewed)
Abstract
Subject headings
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- 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.
Subject headings
- NATURVETENSKAP -- Data- och informationsvetenskap (hsv//swe)
- NATURAL SCIENCES -- Computer and Information Sciences (hsv//eng)
Keyword
- Factual information
- Focus groups
- IT services
- Nicaragua
- Semi structured interviews
- Internet
- Internet service providers
- Surveys
- Information technology
Publication and Content Type
- ref (subject category)
- kon (subject category)
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- Organizational, Business, and Technological Aspects of the Knowledge Society (Search for host publication in LIBRIS)
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- Royal Institute of Technology
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