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An organisational change approach to implementing IT service management

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Figure

Figure 1. Leavitt’s Diamond (El Sawy 2001)
Figure 2 presents a representation of the initial conceptual framework of our study showing the introduction of an ITIL implementation impacts on the four components of the socio-technical work system
Table 1. Summary of Socio-technical Factors Identified
Figure 3. The Relationship between Socio-Technical Factors in an ITIL Implementation

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