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dc.contributor.authorCots, Santi
dc.contributor.authorCasadesus, Marti
dc.contributor.authorMarimon, Frederic
dc.date.accessioned2019-07-03T09:38:37Z
dc.date.available2019-07-03T09:38:37Z
dc.date.issued2014-12-31
dc.identifier.citationCots, Santi; Casadesús, Martí; Marimon Viadiu, Frederic. «Benefits of ISO 20000 IT service management certification». Information Systems and e-Business Management, 2016, vol. 14, núm. 1, p. 1-18. Disponible en: <https://link.springer.com/article/10.1007/s10257-014-0271-2?wt_mc=internal.event.1.SEM.ArticleAuthorAssignedToIssue#page-1>. Fecha de acceso: 03 jul. 2019. https://doi.org/10.1007/s10257-014-0271-2ca
dc.identifier.issn1617-9846ca
dc.identifier.urihttp://hdl.handle.net/20.500.12328/1115
dc.descriptionThis is a post-peer-review, pre-copyedit version of an article published inInformation Systems and e-Business Management. The final authenticated version is available online at: http://dx.doi.org/10.1007/s10257-014-0271-2ca
dc.description.abstractThis paper explores the benefits organizations perceive that they have attained by their ISO 20000 service management system standard certification. The paper proposes a classification of benefits and tests the relationship between that classification and general satisfaction with the standard. The study is based on 105 responses to ISO-20000-certified organisations survey in Spain. After a descriptive analysis of the sample, a structural equation model is designed to test the hypotheses presented. According to the model, ISO 20000 benefits can be divided into those which are internal and those which are external. The variables that best define each type are identified. Moreover, those benefits are shown to be related to general satisfaction with ISO 20000 certification. The findings can be extended to other IT service management (ITSM) standards such as ITIL.ca
dc.format.extent18ca
dc.language.isoengca
dc.publisherSpringer Berlin Heidelbergca
dc.relation.ispartofInformation Systems and e-Business Managementca
dc.relation.ispartofseries14;1
dc.rightshttp://creativecommons.org/licenses/by-nc-nd/4.0/ca
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International*
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/*
dc.subject.otherISO 20000ca
dc.subject.otherAdministracióca
dc.subject.otherManagementca
dc.subject.otherGestión de empresasca
dc.subject.otherNormalitzacióca
dc.subject.otherStandardizationca
dc.subject.otherNormalizaciónca
dc.titleBenefits of ISO 20000 IT service management certificationca
dc.typeinfo:eu-repo/semantics/articleca
dc.description.versioninfo:eu-repo/semantics/acceptedVersionca
dc.embargo.terms12 mesosca
dc.subject.udc33ca
dc.identifier.doihttps://doi.org/10.1007/s10257-014-0271-2ca


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