A4 Article in conference proceedings
Quality Management in Service Desk : How Does Service Desk Managers Define and Measure Quality (2018)


Hjelt, M., & Syynimaa, N. (2018). Quality Management in Service Desk : How Does Service Desk Managers Define and Measure Quality. In S. Hammoudi, M. Smialek, O. Camp, & J. Filipe (Eds.), ICEIS 2018 : Proceedings of the 20th International Conference on Enterprise Information Systems. Volume 2 (pp. 314-319). SCITEPRESS Science And Technology Publications. doi:10.5220/0006779903140319


JYU authors or editors


Publication details

All authors or editors: Hjelt, Maiju; Syynimaa, Nestori

Parent publication: ICEIS 2018 : Proceedings of the 20th International Conference on Enterprise Information Systems. Volume 2

Parent publication editors: Hammoudi, Slimane; Smialek, Michal; Camp, Olivier; Filipe, Joaquim

ISBN: 978-989-758-298-1

Publication year: 2018

Pages range: 314-319

Publisher: SCITEPRESS Science And Technology Publications

Publication country: Portugal

Publication language: English

DOI: http://doi.org/10.5220/0006779903140319

Open Access: Publication channel is not openly available

Publication is parallel published (JYX): https://jyx.jyu.fi/handle/123456789/60404

Additional information: ICEIS 2018 : the 20th International Conference on Enterprise Information Systems, March 21-24, 2018, in Funchal, Madeira, Portugal


Keywords: information technology; services; management (control); quality; quality management; measurement

Free keywords: IT service management; ITIL


Contributing organizations

Other organizations:


Ministry reporting: Yes

Reporting Year: 2018

JUFO rating: 0


Last updated on 2020-18-10 at 18:46