H. Ludwig J. Hogan R. Jaluka D. Loewenstern S. Kumaran A. Gilbert A. Roy T. Nellutla M. Surendra To manage the delivery of services competitively on a large, global scale, an IT (information technology) service provider must efficiently use service delivery resources—in particular, skilled service delivery teams. Service requests form a large and important component of the management of a clien...
