Introduction All too frequently, conventional wisdom confuses the application of management fashion or fad, usually as promoted in the rich countries, with ‘management innovation’. This is a conceptual error that can, and frequently does, lead to serious practical mistakes, particularly in developing countries. It is an error because innovation simply connotes novelty and change. The clear conc...

An IT service desk provides a Single Point of Contact for the customers and users regarding support requests. The world-wide adoption of IT Infrastructure Library (ITIL) framework has also pushed organizations to improve their service desk operations. However, improving the service desk is a serious challenge for many IT service providers. Many government organizations in Finland have started t...

ITIL describes Capacity Management as one of ten ITSM processes within two books, Service Support and Service Delivery. The refresh of ITIL in Version 3 is likely to add a book on the introduction (i.e. implementation) of ITSM and one on its maintenance and improvement for “business as usual” processes. This paper describes the core approach in regular use by a number of sites in the pragmatic ...

The main objective of this research project is to evaluate the extent to which business communication could contribute to an effective IT service management. In addition, this project intends to clarify the entire role of business communication in terms of organizing the information technology into the value chain of IT service providers. Two research questions are derived from the research mod...

Tumor infiltrating lymphocytes in primary breast cancer (TIL) are acknowledged measures of disease free survival (DFS) in adjuvant and neoadjuvant settings. Little is known about the biology of metastasis infiltrating lymphocytes (mTIL) although the local immunity of the metastatic site may critically influence the infiltrate composite. To address this question, we compared mTIL with their matc...

There has been a realisation within the UK construction industry that the promotion of innovation and innovative thinking across the supply chain can offer, the clients and service providers, key benefits in terms of adaptability, financial growth and improved service delivery. This paper attempts to highlight the benefits of innovation and how organisations can promote innovation and innovativ...

With the persistent shift towards multi-sourcing, the complexity of service delivery is continuously increasing. This presents new challenges for clients who now have to integrate interdependent services from multiple providers. As other functions, service integration is subject to make-or-buy decisions: clients can either build the required capabilities themselves or delegate service integrati...

Multidisciplinary conferences in hospitals are becoming an everyday part of health service delivery and being recommended as a mechanism for ensuring quality patient care and management. This paper reports preliminary findings of an ethnographic study of Clinical Pathology Conferences with Respiratory teams. Educational, patient management and organizational objectives of the conference are ide...