References

  • ReferencesBolger P (2011) Cut costs and improve service; a 7 point plan for proactive ITSM, Hornbill Service Management
  • Cabinet Office (2007) Service Strategy, The Stationery Office
  • Cater-Steel A, Pollard C Justifications, Strategies and Critical Success Factors in Successful ITIL Implementations in US and Australian Companies: An Exploration Study via http://www.informaworld. com   accessed   27/2/11
  • Chan CS (2008) Enterprise Innovation eGuide to ITIL via www.enterpriseinnovation.net accessed 24/2/11
  • Chan E (2009) Harvard Business School Confidential: Secrets of Success, John Wiley & Sons Ltd
  • Checkland P, Scholes J (1999) Soft Systems Methodology in Action John Wiley & Sons Ltd
  • Dugmore J, Taylor S ITIL® V3 and ISO/IEC 20000® via http://www.best-management-practice.com/ knowledge-Centre/White-Papers accessed 26/2/11
  • Gentle M (2007) IT Success, Towards a New Model for Information Technology John Wiley & Sons Ltd
  • Mingers J, Willcocks L (2005) Social Theory and Philosophy for Information Systems, John Wiley & Sons Ltd
  • Mintzberg H (2000) The Rise and Fall of Strategic Planning, Pearson Education Ltd
  • Nonaka I (1996) The Knowledge Creating Company, International Thomson Business Press
  • Robertson D, Ross J, Weill P (2006), Enterprise Architecture as Strategy, Harvard Business School Press
  • Ross J (2003) Creating a Strategic IT Architecture Competency: Learning in Stages Massachusetts
  • Institute of Technology via http://www.mendeley.com/research/creating-strategic-it-architecture- competency-learning-stages-1/  accessed  March  2011
  • Rudd C (2010) The Manager’s Bridge Certificate in IT Service Management British Informatics Society
  • Senge P (2006) The Fifth Discipline: The Art and Practice of the Learning Organisation Random House Business   Books