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Cocreation and implementing ITIL service management in the Cloud: A case study."


Stanley, Ronald (2014) Cocreation and implementing ITIL service management in the Cloud: A case study.". In: 8th International Conference on Knowledge Management in Organizations.

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Abstract

Is it possible that “Cloud” is sometimes possibly being misused when “Centralised” would be a more accurate term in specific instances? This paper examines a case study of an implementation of an ITIL based Service Management System which is delivered under a Software as a Service (SaaS) model and views the implementation in terms of its alignment to the currently accepted “Cloud” (or conversely “Centralised”) model. This paper then goes on to propose what factors might be examined in the future to push the current system implementation further into the Cloud model and how the issue of Customer Cocreation of Value interacts with this background setting for the current system implementation as it stands at the point in time of the writing of this paper.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: ITIL Business process outsourcing Centralisation Cloud computing Cocreation Outsourcing SaaS Service management Software as a service
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: School of Management
Depositing User: [error in script]
Date Deposited: 09 Jul 2019 01:00
Last Modified: 11 Jul 2019 02:19
URI: http://ur.aeu.edu.my/id/eprint/558

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