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Optimizing Demand Management by Leve...

Sherin, Roderick Reis.

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Optimizing Demand Management by Leveraging Call-Center Practices: A Qualitative Study.

Record Type:	Electronic resources : Monograph/item
Title/Author:	Optimizing Demand Management by Leveraging Call-Center Practices: A Qualitative Study./
Author:	Sherin, Roderick Reis.
Published:	Ann Arbor : ProQuest Dissertations & Theses, : 2019,
Description:	151 p.
Notes:	Source: Dissertations Abstracts International, Volume: 80-12, Section: B.
Contained By:	Dissertations Abstracts International80-12B.
Subject:	Information Technology. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=13900302
ISBN:	9781392302460

Optimizing Demand Management by Leveraging Call-Center Practices: A Qualitative Study.
Sherin, Roderick Reis.

Optimizing Demand Management by Leveraging Call-Center Practices: A Qualitative Study. - Ann Arbor : ProQuest Dissertations & Theses, 2019 - 151 p.

Source: Dissertations Abstracts International, Volume: 80-12, Section: B.

Thesis (D.M.)--Colorado Technical University, 2019.

This item must not be sold to any third party vendors.

Sustainability and Green IT are becoming more important as organizations look to reduce their impact on the environment. Information Technology (IT) groups are looking for frameworks and processes that allow them to meet the needs of their customers while reducing their footprint and consequences on the environment. Despite the wide use of Information Technology Infrastructure Library (ITIL) and Information Technology Service Management (ITSM) in organizing and governing IT services, implementations have struggled to meet their intended cost benefits. IT demand management (DM) processes defined by ITIL lacks a framework to provide IT departments with methods in implementing this vital process.The problem to be explored in this qualitative exploratory research study is the strategies technology managers need to improve demand management processes in IT environments such as call-centers have not been established (Shang & Lin, 2010). The purpose of this qualitative exploratory research study is to explore the strategies technology managers need to improve demand management processes in a call-center environment.This qualitative explanatory research was conducted to examine the use of demand management best practices in call centers to determine the benefits and challenges of demand management. Participants from multiple different companies in various industries were interviewed to describe the methods and processes that need to be used by IT managers to implement the strategic process of demand management in their organizations. The key finding from this research was the development of a tactical model for IT organizations to implement demand management.

ISBN: 9781392302460Subjects--Topical Terms:

1030799
Information Technology.
Subjects--Index Terms:

Call centers

Optimizing Demand Management by Leveraging Call-Center Practices: A Qualitative Study.
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