[1]
|
Zaltbommel, “Foundations of IT Service Management based on ITIL,” Van Haren Publishing, 2005.
|
[2]
|
T. L. Saaty, “The Analytic Hierarchy Process,” New York: McGraw-Hill International, 1980.
|
[3]
|
Dean Lane, “CIO Wisdom: Best Practices from Silicon Valley’s Leading IT Experts,” Prentice-Hall, Inc, 2004.
|
[4]
|
C. C. Chen, C. Law and S. C. Yang, “Managing ERP Implementation Failure: A Project Management Perspective,” IEEE Transactions on Engineering Management, Vol. 56, No. 1, January, 2009, pp.157-170.
doi:10.1109/TEM.2008.2009802
|
[5]
|
D. Severance and J. Passino, “Make It Work,” John Wiley & Sons, 2002.
|
[6]
|
Brooks and P. Frederick, “No Silver Bullet: Essence and Accidents of Software Engineering,” IEEE Computer, Vol. 20, No. 4, April, 1987, pp.10-19.
|
[7]
|
J. P. Wan, “Research on Software Product Support Structure,” Journal of Software Engineering and Applications, Vol. 2, No. 3, October, 2009, pp.174-194.
doi:10.4236/jsea.2009.23025
|
[8]
|
J. P. Wan, Y. F. Wang and C. W. Zheng, “Research on Knowledge Support Structure of IT Service Management,” IEEE WiCom 2007, Shanghai, China, September, 2007, pp. 6729-6733.
|
[9]
|
P. Weill, “IT Governance: How Top Performers Manage IT Decision Rights for Superior Results,” Harvard Business School Press, 2004.
|
[10]
|
Son Pham, “Pulling it All Together: How to Implement ITSM,”http://www.tivoli-ug.org/presentations/A02_Implementing ITSM.ppt, 2007.
|
[11]
|
C. Kelbrick, “ITSM Road Map, http://www.hp.com.au/ services/downloads/hp_itsm_work-shop.pdf,” 2007.
|
[12]
|
G. X. Zhao, “ITSM Improvement and Promotion, http: //www.gdspin.com/WebEditor/Upload-File/0091030105230614.rar,” 2009.
|
[13]
|
D. Lane, “CIO Wisdom: Best Practices from Silicon Valley’s Leading IT Experts,” Prentice-Hall, Inc, 2004.
|
[14]
|
M. Y. Zuo, “The Guidelines of CIO Knowledge Body,” Beijing Chian, Publishing House of Electronics, 2004, pp.301-425.
|
[15]
|
P. Bourque, R. Dupuis, A. Abran, James W. Moore and L. Tripp, “The guide to the Software Engineering Body of Knowledge,” IEEE Software, Vol. 16, No. 6, November/December,1999, pp.35-44
|
[16]
|
J. Azar, R. K. Smith and D. Cordes, “Value-Oriented Requirements Prioritization in a Small Development Organization,” IEEE Software, Vol.24, No.1, January/February, 2007, pp. 32-37.
doi:10.1109/MS.2007.30
|