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Novan Valen
University of Denver
[RESEARCH EXPLORATION REPORT] 2
Statement of Interest
order to adapt different habits/behavior of the digital native and digital immigrant.
[RESEARCH EXPLORATION REPORT] 3
Journal Identification
they drive innovations and develop new technologies to make peer-review more efficient
and transparent, provide impact metrics for articles and researchers, are the first and
public, including kids. Our mission is to increase the reach and impact of articles and
with quality content through innovative information, products and services. (About Us:
Springer, n.d.)
Journal 3: PLOS is nonprofit Open Access publisher, innovator and advocacy
PLOS has been a force for transformation in scholarly publishing, breaking with archaic
traditions from previous generations. Our key innovations accelerate science and
medicine, from research discovery to influence tracking. (Who We Are: PLOS, n.d.)
[RESEARCH EXPLORATION REPORT] 4
Article Identification
the benefit to their organizations (Cater-Steel, Toleman, & Tan, 2006). Key success
factors for ITIL implementation include effective engagement of the personnel affected,
support from senior management and communication of results (Cater-Steel, Toleman, &
Tan, 2006).
Article 2: Evidence that use of the ITIL Framework is Effective is a paper that focus to
ascertain if a direct correlation exists between customer satisfaction and the use of ITIL
interest in longitudinal usability stems, in part, from a concerted effortof real, practical
benefit to product development teams iteratively designing and reviewing interfaces with
customersto understand implications for factors such as user profiles for testing, review
Article 1: in this paper, there are several research questions which are:
1. What is the impact of ITIL adoption?
2. Do organizations follow a consistent pattern when implementing ITIL processes?
3. What are the challenges to successful ITIL adoption?
In order to answer the research questions, they use a qualitative approach that was taken
using case studies with structured questions based on the instrument developed by
Hochstein et al. to identify insights which can be logically followed and transferred to
other organizations (2005). After pre-testing the instrument, structured interviews were
conducted with the managers of ITIL implementation projects in five large public-funded
Article 2: in this paper, there is one research question which is: is it effective to use ITIL
framework? In order to answer the question, they use the SERVQUAL scale of Berry,
Parasuraman and Zeithaml (1990). This scale was developed for the service sector, and it
thus fits the environmental context well. Data was also collected for objective service
improvement over the entire research period. The main source of measurement for
assessing service levels in the institution was the number of calls logged at the Help Desk
using SUS as a scale rating by using it as usability analysis for longitudinal study. In
order to answer the question, they use SUS as a tool to asks users to rate their level of
about the software under review. For reporting results, they used a scoring template
that turns the raw individual survey ratings across multiple users of a specific software
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product into a single SUS score based on Brookes standard scoring method
(manipulating statement ratings to get them a common 0-4 rating, then multiplying the
sum by 2.5 to get a score that can range from 0-100). They used such tools with reviews,
Learning Process
Service desk is one of the functions in the IT service management in ITIL version 3
Service Operation phase. Service desk is a functional unit that consists of several staff
responsible for handling the various events on the service, through a variety of sources such as
phone calls, web interface, and automated reports about infrastructure events. By using ITIL, it
would impact the way of developing the service desk and how to create a good multi-channel
services. After exploring the articles, I dont find any difficulties that relates to my topic. The
challenge of this topic would be the implementation of SUS that act as a measurement tool for
References
About us: Frontiers. (n.d.). Retrieved from Academic Research and Journal Community:
http://home.frontiersin.org
Cater-Steel, A., Toleman, M., & Tan, W.-G. (2006). Transforming IT Service Management the
McLellan, S., Muddimer, A., & Peres, C. (2012). The Effect of Experience on System.
Potgieter, B., Botha, J., & Lew, C. (2005). Evidence that use of the. 8.
Who We Are: PLOS. (n.d.). Retrieved from Public Library of Science: https://www.plos.org