An evaluation of the adoption of ITIL (IT Infrastructure Library) Framework and its Implication on the Delivery of IT Services of Selected BPO and Contact Centers in the Philippines
The project involves an analysis of the present capability of selected Business Process Outsourcing and Contact Centers in delivering its services, and the possible implications of the adoption of ITIL. The study showed that firms which adopted ITIL as a framework were able to improve their processe...
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| Format: | Thesis |
| Language: | English |
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Quezon City
University of the Philippines Diliman
2009
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