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Ten Steps to ITSM Success by Timothy Rogers, Angelo Esposito

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REFERENCES

SWOT Analysis

(SWOT Analysis for Management Consulting, Humphrey A, SRI Alumni Newsletter (2005)

(SWOT Analysis: It’s Time for a Product Recall – Long Range Planning, Westbrook T and Hill R, Long Range Planning (1987)

Management Processes and Functions, Armstrong M, London CIPD (1996)

Project Management

Practice Standard for Work Breakdown Structures, Second Edition, Project Management Inst. (2006)

(Effective Work Breakdown Structures, Haugan G T, Management Concepts, Vienna (2002)

Business Process Modeling

Business Process Management’s Success Hinges on Business-Led Initiatives, Gartner (2005)

Organizational Change Management

(Leading Change, Kotter J, Harvard Business Press (1996))

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