IT service management (ITSM) practitioners recognize the need for continuous improvement of IT services. Using a design science research approach, we develop a five – step process improvement framework for ITIL (Information Technology Infrastructure Library) service operations, based on the use of the Lean toolset. The proposed framework offers a structured approach for process improvement in practice and a basis for more systematic research.
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Obwegeser et al. (2019) studied this question.
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