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Keywords: Customer service management
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Journal Articles
The re‐structuring of the information technology infrastructure library (ITIL) implementation using knowledge management framework
Available to Purchase
VINE (2008) 38 (3): 315–333.
Published: 29 August 2008
... for a concept originally developed by IBM and Harvard School of Business. PMF outcome is an indicator of what level of knowledge needed for the implementation. © Emerald Group Publishing Limited 2008 Knowledge management Customer service management Configuration management Communication...
Journal Articles
KM in a fast‐growing global IT company: a case study
Available to Purchase
VINE (2008) 38 (2): 254–266.
Published: 20 June 2008
... Communication technologies Customer service management The SysSec Group [1] is a European‐based global software company which designs corporate network security and mission critical e‐business solutions. The company originated as a spin‐off from a large global database solutions company, initially...
