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Consequently, the goal of this paper is to identify critical success and failure factors in initiatives for process improvement in the field of IT services.
In addition, the paper outlines differences between proactive and reactive efforts and shows the importance of using the information generated by the initiatives for process improvement.
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In this paper we also compared the identified factors with the critical factors of improvement initiatives for software processes.
Other authors have used GT to collect and analyze data in the context of papers related to improvement initiatives for software processes (Montoni and Rocha,20102011; Coleman and O'Connor2008).
Further initiatives for effective participatory processes and awareness-raising campaigns are suggested.
Question 1 Which factors have a positive influence on improvement initiatives for IT service processes?
Question 2 Which factors have a negative influence on improvement initiatives for IT service processes? .
This paper described a study of critical success factors in improvement initiatives for IT service processes.
Question 2 Which factors have a negative influence on improvement initiatives for IT service processes?
The authors show that there is no consensus regarding which factors are capable of influencing the success of improvement initiatives for IT service processes.
As a result, we defined two research questions to be answered in order to achieve the described goal: 1. Question 1 Which factors have a positive influence on improvement initiatives for IT service processes?
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