Measuring IT service management performance: a model development
Edited book (chapter)
Gacenga, Francis, Cater-Steel, Aileen, Toleman, Mark and Tan, Wui-Gee. 2012. "Measuring IT service management performance: a model development." Belkhamza, Zakariya and Wafa, Syed Azizi (ed.) Measuring organizational information systems success: new technologies and practices. Hershey, PA. United States. IGI Global. pp. 102-119
| Chapter Title | Measuring IT service management performance: a model development |
|---|---|
| Book Chapter Category | Edited book (chapter) |
| ERA Publisher ID | 2177 |
| 1404 | |
| Book Title | Measuring organizational information systems success: new technologies and practices |
| Authors | Gacenga, Francis (Author), Cater-Steel, Aileen (Author), Toleman, Mark (Author) and Tan, Wui-Gee (Author) |
| Editors | Belkhamza, Zakariya and Wafa, Syed Azizi |
| Page Range | 102-119 |
| Chapter Number | 6 |
| Number of Pages | 18 |
| Year | 2012 |
| Publisher | IGI Global |
| Business Science Reference | |
| Place of Publication | Hershey, PA. United States |
| ISBN | 9781466601703 |
| 9781466601710 | |
| Digital Object Identifier (DOI) | https://doi.org/10.4018/978-1-4666-0170-3.ch006 |
| Web Address (URL) | http://www.igi-global.com/book/measuring-organizational-information-systems-success/58291 |
| Abstract | Prompted by the realisation that IT is now seen as a service, with a customer focus and process orientation, the authors propose a model to measure IT service management (ITSM) performance. Measuring ITSM performance will enable organisations to demonstrate the benefit from their investment. The model is based on a systematic literature review that progressed from considering the general areas of organisation performance measurement to examining commonly used performance metrics. Although there are a number of studies on ITSM implementation, only a few considered the performance measurement of ITSM. A structured method for the design of the model was adopted through a three-level analysis. A comparison of existing performance measurement frameworks was first made to identify those that are suitable for ITSM and that would facilitate communication between the business and IT function. This was done using appropriate dimensions from past work of various performance measurement researchers. The frameworks were then classified along these dimensions to identify their completeness, eliminate unnecessary dimensions, and identify the natural dimensions for ITSM. |
| Keywords | IT service management; performance measurement; balanced scorecard; efficiency; effectiveness |
| ANZSRC Field of Research 2020 | 460908. Information systems organisation and management |
| Public Notes | Files associated with this item cannot be displayed due to copyright restrictions. |
| Byline Affiliations | School of Information Systems |
| Institution of Origin | University of Southern Queensland |
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Cater-Steel, Aileen and Lepmets, Marion. 2014. "Measuring IT service quality: evaluation of IT service quality measurement framework in industry." Journal of Service Science Research. 6 (1), pp. 125-147. https://doi.org/10.1007/s12927-014-0005-5Issues in evaluating the community benefits of social interventions
Toleman, Mark and Blake, Jacqueline. 2014. "Issues in evaluating the community benefits of social interventions." Postle, Glen David, Burton, Lorelle Jane and Danaher, Patrick Alan (ed.) Community capacity building: lessons from adult learning in Australia. Leicester, United Kingdom. NIACE. pp. 193-204Smart tools for IT service management: a review of two decision support system projects
Valverde, Raul, Cater-Steel, Aileen, Shrestha, Anup and Toleman, Mark. 2014. "Smart tools for IT service management: a review of two decision support system projects." Sharda, Ramesh and Sagarnaga, Jose (ed.) 4th International Conference on Engaged Management Scholarship (EDBA 2014): Bridging. Tulsa, United States 11 - 14 Sep 2014 Tulsa, OK. United States. https://doi.org/10.2139/ssrn.2553012A past to present journey: a critical analysis of the Chief Information Officer role
Al-Taie, Moyassar, Lane, Michael and Cater-Steel, Aileen. 2015. "A past to present journey: a critical analysis of the Chief Information Officer role." Wadhwa, Manish and Harper, Alan (ed.) Technology, innovation and enterprise transformation. Hershey PA, USA. IGI Global. pp. 180-206A Cynefin based approach to process model tailoring and goal alignment
Lepmets, Marion, O'Connor, Rory V., Cater-Steel, Aileen, Mesquida, Antoni Lluis and McBride, Tom. 2014. "A Cynefin based approach to process model tailoring and goal alignment." da Silva, Alberto Rodrigues, Machado, Ricardo J., Brito, Miguel A. and Silva, Antonio Rito (ed.) 9th International Conference on the Quality of Information and Communications Technology (QUATIC 2014). Guimaraes, Portugal 23 - 26 Sep 2014 Piscataway, NJ. United States. https://doi.org/10.1109/QUATIC.2014.30Prudential risk management of IT sourcing strategies: a case study of an Australian bank
Strong, Brian, Cater-Steel, Aileen and Lane, Michael. 2014. "Prudential risk management of IT sourcing strategies: a case study of an Australian bank." 20th Americas Conference on Information Systems (AMCIS 2014): Smart Sustainability: The Information Systems Opportunity. Savannah, United States 07 - 09 Aug 2014 Atlanta, GA. United States.You don't know what you don't know: ethics and participant consent issues for eResearch users
Ostini, Jenny, Gacenga, Francis, Pocock, Celmara and Whiteside, Eliza. 2014. "You don't know what you don't know: ethics and participant consent issues for eResearch users." eResearch Australasia 2014 Conference: Towards Unified Global Research. Melbourne, Australia 27 - 31 Oct 2014 Sydney, Australia.Knowledge management, information technology resources, and the competitiveness of hospitality organisations
Cohen, Jason F., Inward, Karen and Toleman, Mark. 2011. "Knowledge management, information technology resources, and the competitiveness of hospitality organisations." Palvia, Prashant C. and Jacks, Tim (ed.) 12th Annual Global Information Technology Management Association Conference (GITMA 2011). Las Vegas, USA 05 - 07 Jun 2011A tool for IT service management process assessment for process improvement
Shrestha, Anup, Cater-Steel, Aileen, Tan, Wui-Gee, Toleman, Mark and Rout, Terry. 2013. "A tool for IT service management process assessment for process improvement." Heidrich, Jens, Oivo, Markku, Jedlitschka, Andreas and Baldassarre, Marie Teresa (ed.) 14th International Conference on Product-Focused Software Process Improvement (PROFES 2013). Paphos, Cyprus 12 - 14 Jun 2013 Berlin, Germany. Springer. https://doi.org/10.1007/978-3-642-39259-7_27The evaluation of the IT service quality measurement framework in industry
Lepmets, Marion, Mesquida, Antoni Lluis, Cater-Steel, Aileen, Mas, Antonia and Ras, Eric. 2014. "The evaluation of the IT service quality measurement framework in industry." Global Journal of Flexible Systems Management. 15 (1), pp. 39-57. https://doi.org/10.1007/s40171-013-0052-7The relationship between organisational strategic IT vision and CIO roles: one size does not fit all
Al-Taie, Moyassar, Lane, Michael and Cater-Steel, Aileen. 2014. "The relationship between organisational strategic IT vision and CIO roles: one size does not fit all." Australasian Journal of Information Systems. 18 (2), pp. 59-89.Impacting it enrolments: What factors most influence student career decisions
Genrich, Rohan, Toleman Mark and Roberts, Dave. 2014. "Impacting it enrolments: What factors most influence student career decisions." 25th Australasian Conference on Information Systems (ACIS 2014). Auckland, New Zealand 08 - 10 Dec 2014ITSM process assessments using ISO/IEC 15504 for CSI
Shrestha, Anup, Collins, Paul and Cater-Steel, Aileen. 2013. "ITSM process assessments using ISO/IEC 15504 for CSI." Informed Intelligence: ITSMF Australia Bulletin.E-learning service delivery quality: a determinant of user satisfaction
Alsabawy, Ahmed Younis, Cater-Steel, Aileen and Soar, Jeffrey. 2013. "E-learning service delivery quality: a determinant of user satisfaction." Kats, Yefim (ed.) Learning management systems and instructional design: best practices in online education. Hershey, PA. United States. IGI Global. pp. 89-127Exploring the impact of IT service management process improvement initiatives: a case study approach
Jantti, Marko, Rout, Terry, Wen, Lian, Heikkinen, Sanna and Cater-Steel, Aileen. 2013. "Exploring the impact of IT service management process improvement initiatives: a case study approach." Woronowicz, Tanja, Rout, Terry, O'Connor, Rory and Dorling, Alec (ed.) 13th International Conference on Software Process Improvement and Capability Determination (SPICE 2013). Bremen, Germany 04 - 06 Jun 2013 Berlin, Germany. https://doi.org/10.1007/978-3-642-38833-0_16The role of IT service management in green IT
Cater-Steel, Aileen and Tan, Wui-gee. 2010. "The role of IT service management in green IT." ITSMF Bulletin: Informed Intelligence.IT infrastructure and its role in the success of e-learning systems: measurement and causal models
Alsabawy, Ahmed Younis, Cater-Steel, Aileen and Soar, Jeffrey. 2012. "IT infrastructure and its role in the success of e-learning systems: measurement and causal models." Fonseca, Benjamin (ed.) 18th Conference of the European University Information Systems: A 360 Degree Perspective on IT/IS in Higher Education (EUNIS 2012). Vila Real, Portugal 20 - 22 Jun 2012 Vila Real, Portugal.IT infrastructure services as a requirement for e-learning system success
Alsabawy, Ahmed Younis, Cater-Steel, Aileen and Soar, Jeffrey. 2013. "IT infrastructure services as a requirement for e-learning system success." Computers and Education. 69, pp. 431-451. https://doi.org/10.1016/j.compedu.2013.07.035The effect of service delivery quality on customer value of e-learning systems
Alsabawy, Ahmed Younis, Cater-Steel, Aileen and Soar, Jeffrey. 2012. "The effect of service delivery quality on customer value of e-learning systems." Rocha, Alvaro, Calvo-Manzano, Jose, Reis, Luis Paulo and Cota, Manuel Perez (ed.) 7th Iberian Conference on Information Systems and Technologies (CISTI 2012). Madrid, Spain 20 - 23 Jun 2012 Portugal.A model to select processes for IT service management improvement
Shrestha, Anup, Cater-Steel, Aileen, Tan, Wui-Gee and Toleman, Mark. 2012. "A model to select processes for IT service management improvement." Lamp, John (ed.) 23rd Australasian Conference on Information Systems (ACIS 2012). Geelong, Australia 03 - 05 Dec 2012 Geelong, Australia.A proposal and evaluation of a design method in design science research
Gacenga, Francis, Cater-Steel, Aileen, Toleman, Mark and Tan, Wui-Gee. 2012. "A proposal and evaluation of a design method in design science research." Electronic Journal of Business Research Methods. 10 (2), pp. 89-100.Towards an improved IT service desk system and processes: a case study
Jäntti, Marko, Cater-Steel, Aileen and Shrestha, Anup. 2012. "Towards an improved IT service desk system and processes: a case study." International Journal on Advances in Systems and Measurements. 5 (3 & 4), pp. 203-215.Identifying the determinants of e-learning service delivery quality
Alsabawy, Ahmed Younis, Cater-Steel, Aileen and Soar, Jeffrey. 2012. "Identifying the determinants of e-learning service delivery quality." Lamp, John (ed.) 23rd Australasian Conference on Information Systems (ACIS 2012). Geelong, Australia 03 - 05 Dec 2012 Geelong, Australia.A performance measurement framework for IT service management
Gacenga, Francis Njoroge. 2013. A performance measurement framework for IT service management. PhD Thesis Doctor of Philosophy. University of Southern Queensland.Extending the IT service quality measurement framework through a systematic literature review
Lepmets, Marion, Cater-Steel, Aileen, Gacenga, Francis and Ras, Eric. 2012. "Extending the IT service quality measurement framework through a systematic literature review." Journal of Service Science Research. 4 (1), pp. 7-47. https://doi.org/10.1007/s12927-012-0001-6
IT service management: towards a contingency theory of performance measurement
Gacenga, Francis, Cater-Steel, Aileen, Tan, Wui-Gee and Toleman, Mark. 2011. "IT service management: towards a contingency theory of performance measurement." 32nd International Conference on Information Systems (ICIS 2011). Shanghai, China 04 - 07 Dec 2011 Atlanta, GA. United States.A model to measure e-learning systems success
Alsabawy, Ahmed Younis, Cater-Steel, Aileen and Soar, Jeffrey. 2012. "A model to measure e-learning systems success." Belkhamza, Zakariya and Wafa, Syed Azizi (ed.) Measuring organizational information systems success: new technologies and practices. Hershey, PA, USA. IGI Global. pp. 293-317Measuring the performance of IT service management
Gacenga, Francis, Cater-Steel, Aileen and Toleman, Mark. 2011. "Measuring the performance of IT service management." Communications of Global Information Technology (COGIT). 3 (2011), pp. 13-24.itSMF Australia 2011 Conference: Summary Report of ITSM Standards and Frameworks Survey
Cater-Steel, Aileen, Tan, Wui-Gee and Toleman, Mark. 2011. itSMF Australia 2011 Conference: Summary Report of ITSM Standards and Frameworks Survey. Toowoomba, Australia. University of Southern Queensland.Insights into intelligent parking technology adoption
Bilodeau, Victor, Cater-Steel, Aileen and Soar, Jeffrey. 2011. "Insights into intelligent parking technology adoption." Su, Ying and Al-Hakim, Latif (ed.) COINFO 2011: 6th International Conference on Cooperation and Promotion of Information Resources in Science and Technology: Coordinative Innovation and Open Sharing. Hangzhou, China 12 - 14 Nov 2011 Irvine, CA, United States.Important themes in postgraduate research supervision and examination for communities of practice
Symonds, Judith and Cater-Steel, Aileen. 2009. "Important themes in postgraduate research supervision and examination for communities of practice." Scheepers, Helana and Davern, Michael (ed.) 20th Australasian Conference on Information Systems (ACIS 2009). Melbourne, Australia 02 - 04 Dec 2009 Melbourne, Australia.Using institutionalism as a lens to examine ITIL adoption and diffusion
Cater-Steel, Aileen, Tan, Wui-Gee and Toleman, Mark. 2009. "Using institutionalism as a lens to examine ITIL adoption and diffusion." Scheepers, Helana and Davern, Michael (ed.) 20th Australasian Conference on Information Systems (ACIS 2009). Melbourne, Australia 02 - 04 Dec 2009 Melbourne, Australia.The effect of three different nitrogen based supplements on the utilization of tropical forage diets by zebu crossbred steers
Mullins, T. J., Lindsay, J. A., Kempton, T. J. and Toleman, M. A.. 1984. "The effect of three different nitrogen based supplements on the utilization of tropical forage diets by zebu crossbred steers." Southcott, William Henry (ed.) 15th Biennial Australian Society of Animal Production Conference 1984: Animal Production in Australia. Armidale, Australia 13 - 17 Feb 1984 Sydney, Australia.The effect of spraying for buffalo fly (Haematobia irritans exigua) on infestations, growth rate and lesion development on Bos indicus x B. taurus cattle in the dry tropics of North Queensland
Holroyd, R. G., Hirst, D. J., Merrifield, A. W. and Toleman, M. A.. 1984. "The effect of spraying for buffalo fly (Haematobia irritans exigua) on infestations, growth rate and lesion development on Bos indicus x B. taurus cattle in the dry tropics of North Queensland." Australian Journal of Agricultural Research. 35 (4), pp. 595-608. https://doi.org/10.1071/AR9840595Meeting consumer trust concerns at the checkouts of Australian online retailers
Ally, Mustafa and Toleman, Mark. 2002. "Meeting consumer trust concerns at the checkouts of Australian online retailers." 13th Australasian Conference on Information Systems (ACIS 2002). Melbourne, Australia 04 - 06 Dec 2002 Melbourne, Australia.Outsourcing IT: views from the vendor's side
Ricardo, Bruce and Toleman, Mark. 2003. "Outsourcing IT: views from the vendor's side." Lethbridge, N. (ed.) 14th Australasian Conference on Information Systems (ACIS 2003). Perth, Australia 26 - 28 Nov 2003 Perth, Western Australia.The influence of organisational behaviour on the perception of teleworking success in the business-to-consumer e-business application in Australia and Singapore
Gani, Zoohan and Toleman, Mark. 2004. "The influence of organisational behaviour on the perception of teleworking success in the business-to-consumer e-business application in Australia and Singapore." 15th Australasian Conference on Information Systems (ACIS 2004). Hobart, Australia 01 - 03 Dec 2004 Hobart, Australia.Crossing the great divide: a first step toward bridging the gap between academia and industry
Darroch, Fiona and Toleman, Mark. 2004. "Crossing the great divide: a first step toward bridging the gap between academia and industry." 15th Australasian Conference on Information Systems (ACIS 2004). Hobart, Australia 01 - 03 Dec 2004 Hobart, Australia.Effects of post-transplant water deficits on leaf development and yield of winter planted tobacco in north Queensland
Ferguson, K. H., Fukai, S., Wilson, G. L. and Toleman, Mark. 1985. "Effects of post-transplant water deficits on leaf development and yield of winter planted tobacco in north Queensland." Australian Journal of Agricultural Research. 36 (1), pp. 51-61. https://doi.org/10.1071/AR9850051Bridging the IS academic-practitioner relationship divide: a review, a theoretical framework, and an example of interaction
Darroch, Fiona and Toleman, Mark. 2007. "Bridging the IS academic-practitioner relationship divide: a review, a theoretical framework, and an example of interaction." Toleman, Mark, Cater-Steel, Aileen and Roberts, Dave (ed.) 18th Australasian Conference on Information Systems (ACIS 2007). Toowoomba, Australia 05 - 07 Dec 2007 Toowoomba, Australia.Implementing centralised IT service management: drawing lessons from the public sector
Tan, Wui-Gee, Cater-Steel, Aileen, Toleman, Mark and Seaniger, Rachel. 2007. "Implementing centralised IT service management: drawing lessons from the public sector." Toleman, Mark, Cater-Steel, Aileen and Roberts, Dave (ed.) 18th Australasian Conference on Information Systems (ACIS 2007). Toowoomba, Australia 05 - 07 Dec 2007 Toowoomba, Australia.SME adoption of e-Commerce in the Central Okanagan region of Canada
Sparling, Lynn, Cater-Steel, Aileen and Toleman, Mark. 2007. "SME adoption of e-Commerce in the Central Okanagan region of Canada." Toleman, Mark, Cater-Steel, Aileen and Roberts, Dave (ed.) 18th Australasian Conference on Information Systems (ACIS 2007). Toowoomba, Australia 05 - 07 Dec 2007 Toowoomba, Australia.A web site sophistication model based on value-added technology solutions and services
Ally, Mustafa, Cater-Steel, Aileen and Toleman, Mark. 2007. "A web site sophistication model based on value-added technology solutions and services." Toleman, Mark, Cater-Steel, Aileen and Roberts, Dave (ed.) 18th Australasian Conference on Information Systems (ACIS 2007). Toowoomba, Australia 05 - 07 Dec 2007 Toowoomba, Australia.Introductory programming languages at Australian universities at the beginning of the twenty first century
de Raadt, Michael, Watson, Richard and Toleman, Mark. 2003. "Introductory programming languages at Australian universities at the beginning of the twenty first century." Journal of Research and Practice in Information Technology. 35 (3), pp. 163-167.Engineering emotionally intelligent agents
Baillie-de Byl, Penny and Toleman, Mark. 2005. "Engineering emotionally intelligent agents." Khosrow-Pour, Mehdi (ed.) Encyclopedia of information science and technology. Hershey, PA, United States. IGI Global. pp. 1052-1056Ontological evaluation of business models: comparing traditional and component-based paradigms in information systems re-engineering
Valverde, Raul and Toleman, Mark. 2007. "Ontological evaluation of business models: comparing traditional and component-based paradigms in information systems re-engineering." Sharman, Raj, Kinshore, Rajiv and Ramesh, Ram (ed.) Ontologies: a handbook of principles, concepts and applications in information systems. New York, NY. United States. Springer. pp. 49-77The IS-business relationship and its implications for performance: an empirical study of South African and Australian organisations
Cohen, Jason F. and Toleman, Mark. 2006. "The IS-business relationship and its implications for performance: an empirical study of South African and Australian organisations." International Journal of Information Management. 26 (6), pp. 457-468. https://doi.org/10.1016/j.ijinfomgt.2006.06.002Development of an IS Relevance Index
Young, Raymond, Darroch, Fiona and Toleman, Mark. 2006. "Development of an IS Relevance Index." Spencer, S. and Jenkins, A. (ed.) 17th Australasian Conference on Information Systems (ACIS 2006). Adelaide, Australia 06 - 08 Dec 2006 Australia.Short and long-term impacts of SPI in small software firms
Cater-Steel, Aileen, Rout, Terry and Toleman, Mark. 2006. "Short and long-term impacts of SPI in small software firms." Spencer, S. and Jenkins, A. (ed.) 17th Australasian Conference on Information Systems (ACIS 2006). Adelaide, Australia 06 - 08 Dec 2006 Australia.Transforming IT service management - the ITIL impact
Cater-Steel, Aileen, Toleman, Mark and Tan, Wui-Gee. 2006. "Transforming IT service management - the ITIL impact." Spencer, S. and Jenkins, A. (ed.) 17th Australasian Conference on Information Systems (ACIS 2006). Adelaide, Australia 06 - 08 Dec 2006 Australia.Factors influencing the decisions of SMEs to purchase software package upgrades
Roberts, Dave, Cater-Steel, Aileen and Toleman, Mark. 2006. "Factors influencing the decisions of SMEs to purchase software package upgrades." Spencer, S. and Jenkins, A. (ed.) 17th Australasian Conference on Information Systems (ACIS 2006). Adelaide, Australia 06 - 08 Dec 2006 Australia.E-business processes and factors of influence: one model does not fit all
Roberts, Barbara and Toleman, Mark. 2006. "E-business processes and factors of influence: one model does not fit all." 10th Pacific Asia Conference on Information Systems (PACIS 2006). Kuala Lumpur, Malaysia 06 - 09 Jul 2006 China.The impact of quality assurance certification on Australian software developers
Cater-Steel, Aileen and Fitzgerald, Edmond P.. 1996. "The impact of quality assurance certification on Australian software developers." 7th Australasian Conference on Information Systems (ACIS 1996). Hobart, Australia 1996 Hobart, Australia.System development in the new millennium: an Australian perspective on OO adoption
Low, Ee Kuan, Cavaye, Angele and Cater-Steel, Aileen. 2000. "System development in the new millennium: an Australian perspective on OO adoption." 11th Australasian Conference on Information Systems (ACIS 2000). Brisbane, Australia 06 - 08 Dec 2000 Brisbane, Australia.Resolving the troubled IT-business relationship from a cultural perspective
Cormack, Sandra, Cater-Steel, Aileen, Nord, Jeretta Horn and Nord, G. Daryl. 2001. "Resolving the troubled IT-business relationship from a cultural perspective." 12th Australasian Conference on Information Systems (ACIS 2001). Coffs Harbour, Australia 04 - 07 Dec 2001 Brisbane, Australia.Propeller heads - handle with care: improving the IT-business relationship through cultural awareness
Cormack, Sandra, Cater-Steel, Aileen, Nord, Jeretta Horn and Nord, G. Daryl. 2001. "Propeller heads - handle with care: improving the IT-business relationship through cultural awareness." BITWorld Conference 2001. Cairo, Egypt 04 - 06 Jun 2001 Kowloon, Hong Kong.Prescription to remedy the IT-business relationship
Cormack, Sandra and Cater-Steel, Aileen. 2003. "Prescription to remedy the IT-business relationship." Clarke, Steve, Coakes, Elayne, Gordon Hunter, M. and Wenn, Andrew (ed.) Socio-technical and human cognition elements of information systems. Hershey, PA, United States. IGI Global. pp. 181-202Reuse: can it deliver competitive performance?
Cater-Steel, Aileen and Ah-Fock, Stephano. 2000. "Reuse: can it deliver competitive performance?" 11th Australasian Conference on Information Systems (ACIS 2000). Brisbane, Australia 06 - 08 Dec 2000 Brisbane, Australia.Addressing the challenges of replications of surveys in software engineering research
Cater-Steel, Aileen, Toleman, Mark and Rout, Terry. 2005. "Addressing the challenges of replications of surveys in software engineering research." Verner, Verner and Travassos, Guilherme Horta (ed.) ISESE 2005: on Empirical Software Engineering. Noosa Heads, Australia 17 - 18 Nov 2005 Red Hook, NY, USA. https://doi.org/10.1109/ISESE.2005.1541829SPI assessment retrospective: evaluating long-term benefits for small firms
Cater-Steel, Aileen and Rout, Terry. 2006. "SPI assessment retrospective: evaluating long-term benefits for small firms." 6th International SPICE Conference: Software Process Improvement and Capability Determination. Luxembourg 03 - 05 May 2006 Luxembourg.IT culture: its impact on communication and work relationships in business
Nord, Jeretta Horn, Nord, G. Daryl, Cormack, Sandra and Cater-Steel, Aileen. 2007. "IT culture: its impact on communication and work relationships in business ." International Journal of Intercultural Information Management. 1 (1), pp. 85-107. https://doi.org/10.1504/IJIIM.2007.014373e-Commerce definition dilemma
Cater-Steel, Aileen and Grist, Shelly. 2006. "e-Commerce definition dilemma." Marshall, Stewart, Taylor, Wal and Yu, Xinghuo (ed.) Encyclopedia of developing regional communities with information and communication technology. Hershey, PA, United States. IGI Global. pp. 152-158Electronic peer review: a large cohort teaching themselves?
de Raadt, Michael, Toleman, Mark and Watson, Richard. 2005. "Electronic peer review: a large cohort teaching themselves?" Goss, Halima (ed.) 22nd Annual Conference of the Australasian Society for Computers in Learning in Tertiary Education (ASCILITE 2005). Brisbane, Australia 04 - 07 Dec 2005 Brisbane, Australia. Australasian Society for Computers in Learning in Tertiary Education (ASCILITE).Building the bridge between academia and practice
Darroch, Fiona and Toleman, Mark. 2005. "Building the bridge between academia and practice." Campbell, Bruce, Underwood, Jim and Bunker, Deborah (ed.) 16th Australasian Conference on Information Systems (ACIS 2005). Manly, Australia 30 Nov - 02 Dec 2005 Manly, Australia.A framework for understanding the factors influencing pair programming success
Ally, Mustafa, Darroch, Fiona and Toleman, Mark. 2005. "A framework for understanding the factors influencing pair programming success." Baumeister, Hubert, Marchesi, Michele and Holcombe, Mike (ed.) 6th International Conference, XP 2005. Sheffield, United Kingdom Jun 2005 Germany. Springer. https://doi.org/10.1007/11499053_10Keeping score: measuring ITSM performance
Gacenga, Francis, Cater-Steel, Aileen, Toleman, Mark and Tan, Wui-Gee. 2011. "Keeping score: measuring ITSM performance." 14th National Conference of IT Service Management Forum (itSMF) Australia. Perth, Australia 17 - 19 Aug 2010 Melbourne, Australia.IT service management in the academic curriculum: comparing an Australian and German experience
Cater-Steel, Aileen, Zarnekow, Ruediger and Wulf, Jochen. 2011. "IT service management in the academic curriculum: comparing an Australian and German experience." Seddon, Peter and Gregor, Shirley (ed.) 15th Pacific Asia Conference on Information Systems (PACIS 2011): Quality Research in Pacific Asia. Brisbane, Australia 07 - 11 Jul 2011 Brisbane, Australia.Performance measurement of IT service management: a case study of an Australian university
Gacenga, Francis and Cater-Steel, Aileen. 2011. "Performance measurement of IT service management: a case study of an Australian university." Seddon, Peter and Gregor, Shirley (ed.) 15th Pacific Asia Conference on Information Systems (PACIS 2011): Quality Research in Pacific Asia. Brisbane, Australia 07 - 11 Jul 2011 Brisbane, Australia.Towards a framework and contingency theory for performance measurement: a mixed-method approach [Research in progress]
Gacenga, Francis, Cater-Steel, Aileen and Tan, Wui-Gee. 2011. "Towards a framework and contingency theory for performance measurement: a mixed-method approach [Research in progress]." Seddon, Peter and Gregor, Shirley (ed.) 15th Pacific Asia Conference on Information Systems (PACIS 2011): Quality Research in Pacific Asia. Brisbane, Australia 07 - 11 Jul 2011 Brisbane, Australia.Embedding IT service management in the academic curriculum: a cross-national comparison
Cater-Steel, Aileen, Hine, Michael J. and Grant, Gerald. 2010. "Embedding IT service management in the academic curriculum: a cross-national comparison." Journal of Global Information Technology Management. 13 (4), pp. 64-92. https://doi.org/10.1080/1097198X.2010.10856526An International Analysis of IT Service Management Benefits and Performance Measurement
Gacenga, Francis, Cater-Steel, Aileen and Toleman, Mark. 2010. "An International Analysis of IT Service Management Benefits and Performance Measurement ." Journal of Global Information Technology Management. 13 (4), pp. 28-63. https://doi.org/10.1080/1097198X.2010.10856525A method for comparing traditional and component-based models in information systems re-engineering
Valverde, Raul, Toleman, Mark and Cater-Steel, Aileen. 2011. "A method for comparing traditional and component-based models in information systems re-engineering." Information Systems and e-Business Management. 9 (1), pp. 89-107. https://doi.org/10.1007/s10257-010-0139-zThe role of IT service management in green IT
Cater-Steel, Aileen and Tan, Wui-Gee. 2010. "The role of IT service management in green IT." Australasian Journal of Information Systems. 17 (1), pp. 107-125.itSMF Australia 2010 Conference: summary report of ITSM standards and frameworks survey
Cater-Steel, Aileen, Tan, Wui-Gee and Toleman, Mark. 2011. itSMF Australia 2010 Conference: summary report of ITSM standards and frameworks survey. Toowoomba, Australia. University of Southern Queensland.Supporting women in engineering, science and technology: the Go West Project
Cater-Steel, Aileen and McDonald, Jacquie. 2010. "Supporting women in engineering, science and technology: the Go West Project." Hudson, Peter, Chandra, Vinesh, King, Donna and Lee, Kar-Tin (ed.) 1st Science, Technology, Engineering and Mathematics in Education Conference (STEM 2010). Brisbane, Australia 26 - 27 Nov 2010 Brisbane, Australia.IT service personnel: changing the culture from technology to service
Cater-Steel, Aileen. 2011. "IT service personnel: changing the culture from technology to service." Wang, John (ed.) Information systems and new applications in the service sector: models and methods. Hershey, PA. United States. IGI Global. pp. 183-192Computer mediated teaching: a case-study in discrete mathematics
Toleman, Mark. 1995. "Computer mediated teaching: a case-study in discrete mathematics." Balbo, S. (ed.) 3rd Computer Human Interaction Special Interest Group of the Ergonomics Society of Australia, CHISIG (Queensland) Symposium (QCHI'95). Gold Coast, Australia 21 Aug 1995 Australia.A case study in user interface design
Welsh, Jim and Toleman, Mark. 1989. "A case study in user interface design." Annual Ergonomics Society of Australia Conference (CHISIG 1989). Melbourne, Australia 23 - 24 Nov 1989 Australia.Issues in the design of experiments for studying user interaction with software development tools
Toleman, Mark A. and Welsh, Jim. 1994. "Issues in the design of experiments for studying user interaction with software development tools." Iannella, R. (ed.) 2nd Computer Human Interaction Special Interest Group of the Ergonomics Society of Australia, CHISIG (Queensland) Symposium (QCHI 1994). Gold Coast, Australia 15 Jul 1994 Canberra, Australia.Can design choices for language-based editors be analysed with keystroke-level models?
Toleman, Mark A. and Welsh, Jim. 1996. "Can design choices for language-based editors be analysed with keystroke-level models?" Sasse, M. A., Cunningham, R. J. and Winder, R. L. (ed.) Annual Ergonomics Society of Australia CHISIG Conference (HCI 1996): Human-Computer Interaction. London, United Kingdom 21 - 23 Aug 1996 London, United Kingdom.Traditional and alternative internet payment systems: the merchant perspective
Ally, Mustafa, Toleman, Mark and Cater-Steel, Aileen. 2010. "Traditional and alternative internet payment systems: the merchant perspective." 5th International Conference on Qualitative Research in IT & IT in Qualitative Research: The Traditions and Innovations of Qualitative Approaches in ICT Research (QualIT 2010). Brisbane, Australia 29 - 30 Nov 2010 Australia.Delivering value through IT service management metrics
Gacenga, Francis and Cater-Steel, Aileen. 2010. "Delivering value through IT service management metrics." ITSMF Bulletin: Informed Intelligence. Summer, pp. 8-9.What's Your PMF challenge?
Gacenga, Francis and Cater-Steel, Aileen. 2010. "What's Your PMF challenge?" ITSMF Bulletin: Informed Intelligence. Winter, pp. 15-17.A proposal for a LCA community knowledge management system
Grist, Shelly and Toleman, Mark. 2010. "A proposal for a LCA community knowledge management system." Notarnicola, Bruno, Settanni, Ettore, Tassielli, Giuseppe and Giungato, Pasquale (ed.) 7th International Conference on Life Cycle Assessment in the Agri-Food Sector (LCA Food 2010). Bari, Italy 22 - 24 Sep 2010 Bari, Italy.GLIM - generalised linear interactive modelling
Toleman, Mark. 1982. "GLIM - generalised linear interactive modelling." O'Rourke, P. K. (ed.) 1982 Workshop on Biometrical Techniques. Brisbane, Australia 21 - 23 Apr 1982Model selection for four- and higher-dimensional tables
Toleman, Mark. 1982. "Model selection for four- and higher-dimensional tables." O'Rourke, P. K. (ed.) 1982 Workshop on Biometrical Techniques. Brisbane, Australia 21 - 23 Apr 1982Three-dimensional tables
Toleman, Mark. 1982. "Three-dimensional tables." O'Rourke, P. K. (ed.) 1982 Workshop on Biometrical Techniques. Brisbane, Australia 21 - 23 Apr 1982Effect of time planting on yield and quality of flue-cured tobacco in North Queensland
Trendell, B. P., Ferguson, K. H., Toleman, Mark, Rasmussen, T. S. and von Nordheim, J.. 1984. "Effect of time planting on yield and quality of flue-cured tobacco in North Queensland." Queensland Journal of Agricultural and Animal Sciences. 41 (2), pp. 91-100.Liveweight loss and recovery in steers fasted for periods of twelve to seventy-two hours
Wythes, J. R., McLennan, S. R. and Toleman, M. A.. 1980. "Liveweight loss and recovery in steers fasted for periods of twelve to seventy-two hours." Animal Production Science. 20 (106), pp. 517-521.The effect of dehorning Brahman crossbred animals of four age groups on subsequent bodyweight gain
Loxton, I. D., Toleman, Mark and Holmes, A. E.. 1982. "The effect of dehorning Brahman crossbred animals of four age groups on subsequent bodyweight gain." Australian Veterinary Journal. 58 (5), pp. 191-193. https://doi.org/10.1111/j.1751-0813.1982.tb00650.xThe toxicity of jute (Corchorus olitorius) seed to pigs
Johnson, S. J. and Toleman, Mark. 1982. "The toxicity of jute (Corchorus olitorius) seed to pigs." Australian Veterinary Journal. 58 (6), pp. 264-265. https://doi.org/10.1111/j.1751-0813.1982.tb00693.xApparent lack of toxicity of jute (Corchorus olitorius) seed for poultry
Johnson, S. J. and Toleman, Mark. 1984. "Apparent lack of toxicity of jute (Corchorus olitorius) seed for poultry." Australian Veterinary Journal. 61 (4), pp. 124-124. https://doi.org/10.1111/j.1751-0813.1984.tb07206.xEffect of superphosphate application on the phosphorus status of breeding cattle grazing Townsville stylo based pastures in northern Queensland
Loxton, I. D., Murphy, G. M. and Toleman, M. A.. 1983. "Effect of superphosphate application on the phosphorus status of breeding cattle grazing Townsville stylo based pastures in northern Queensland." Animal Production Science. 23 (123), pp. 340-347.Temperament and bruising of Bos indicus cross cattle
Fordyce, G., Goddard, M. E., Tyler, R., Williams, G. and Toleman, M. A.. 1985. "Temperament and bruising of Bos indicus cross cattle." Animal Production Science. 25 (2), pp. 283-288.A tactile method modified to assess the finish of beef cattle in marketable condition in north Queensland
Loxton, I. D., Lindsay, J. A. and Toleman, Mark. 1982. "A tactile method modified to assess the finish of beef cattle in marketable condition in north Queensland." 14th Biennial Australian Society of Animal Production Conference (ASAP 1982): Animal Production in Australia. Brisbane, Australia 10 - 14 May 1982 Sydney, Australia.Seasonal effects of dosing cattle with monensin sodium in the dry tropics
Lindsay, J. A., Freire, L. C. L., Murray, R. M. and Toleman, M. A.. 1982. "Seasonal effects of dosing cattle with monensin sodium in the dry tropics." 14th Biennial Australian Society of Animal Production Conference (ASAP 1982): Animal Production in Australia. Brisbane, Australia 10 - 14 May 1982 Sydney, Australia.Protected proteins as supplements for bulls fed tropical forage diets
Lindsay, J. A., Ndama, P. H., Tune, D. R., Toleman, M. A. and Entwistle, K. W.. 1982. "Protected proteins as supplements for bulls fed tropical forage diets." 14th Biennial Australian Society of Animal Production Conference (ASAP 1982): Animal Production in Australia. Brisbane, Australia 10 - 14 May 1982 Sydney, Australia.Supplementation of pregnant cows with protected proteins when fed tropical forage diets
Lindsay, J. A., Mason, G. W. J. and Toleman, M. A.. 1982. "Supplementation of pregnant cows with protected proteins when fed tropical forage diets." 14th Biennial Australian Society of Animal Production Conference (ASAP 1982): Animal Production in Australia. Brisbane, Australia 10 - 14 May 1982 Sydney, Australia.An evaluation of methods used to assess fat cover in live cattle
Loxton, I. D., Lindsay, J. A. and Toleman, Mark. 1984. "An evaluation of methods used to assess fat cover in live cattle." Southcott, William Henry (ed.) 15th Biennial Australian Society of Animal Production Conference 1984: Animal Production in Australia. Armidale, Australia 13 - 17 Feb 1984 Sydney, Australia.The effect of trenbolone acetate on liveweight changes and pregnancy rates in zebu crossbred heifers grazing tropical pastures
Lindsay, J. A., Mullins, T. J., Toleman, M. A. and Stephenson, H. P.. 1984. "The effect of trenbolone acetate on liveweight changes and pregnancy rates in zebu crossbred heifers grazing tropical pastures." Southcott, William Henry (ed.) 15th Biennial Australian Society of Animal Production Conference 1984: Animal Production in Australia. Armidale, Australia 13 - 17 Feb 1984 Sydney, Australia.A comparison of two non-protein nitrogen sources as supplements for steers fed low quality tropical forage diets
Lindsay, J. A., Hirst, D. J., Toleman, Mark and Stephenson, H. P.. 1984. "A comparison of two non-protein nitrogen sources as supplements for steers fed low quality tropical forage diets." Southcott, William Henry (ed.) 15th Biennial Australian Society of Animal Production Conference 1984: Animal Production in Australia. Armidale, Australia 13 - 17 Feb 1984 Sydney, Australia.The effect of genotype and zeranol implantation on performance of steers grazing Mitchell grass pastures in north-west Queensland
Dodt, R., Thompson, P. J. M., Coward, A. and Toleman, Mark. 1984. "The effect of genotype and zeranol implantation on performance of steers grazing Mitchell grass pastures in north-west Queensland." Southcott, William Henry (ed.) 15th Biennial Australian Society of Animal Production Conference 1984: Animal Production in Australia. Armidale, Australia 13 - 17 Feb 1984 Sydney, Australia.Implementing computer aided engineering in engineering courses
Toleman, Mark and Hall, David. 1987. "Implementing computer aided engineering in engineering courses." 18th CAE Computer Conference. Adelaide, Australia Aug 1987Reproductive performance of 50% Bos Indicus cattle grazing the Mitchell grasslands of north Queensland
Holroyd, R. G., Smith, P. C., Thompson, P. J. M. and Toleman, Mark. 1988. "Reproductive performance of 50% Bos Indicus cattle grazing the Mitchell grasslands of north Queensland." 1988 Australian Rangelands Conference. Longreach, Australia Jun 1988Emotional intelligence for intuitive agents
Baillie, Penny, Toleman, Mark and Lukose, Dickson. 2000. "Emotional intelligence for intuitive agents." Karri, V. and Negnevitsky, Michael (ed.) International Conference on Artificial Intelligence in Science and Technology (AISAT 2000). Hobart, Australia 17 - 20 Dec 2000 Hobart, Australia.Agents with attitude
Ray, Penny, Lukose, Dickson and Toleman, Mark. 2000. "Agents with attitude." 6th International Conference on the Simulation of Adaptive Behaviour SAB 2000): From Animals to Animats 6. Paris, France 11 - 15 Sep 2000 Massachusetts, United States.How to give an agent attitude
Ray, Penny, Lukose, Dickson and Toleman, Mark. 2000. "How to give an agent attitude." Urban, Christopher (ed.) 1st Workshop on Agent-Based Simulation. Passau, Germany 02 - 03 May 2000 Erlangen, Germany.An empirical investigation of language-based editing paradigms
Toleman, Mark A. and Welsh, Jim. 1995. "An empirical investigation of language-based editing paradigms." Hasan, Helen and Nicastri, Cathy (ed.) 1995 Australasian Computer-Human Interaction Conference (OzCHI 1995): A Light Into The Future. Wollongong, Australia 27 - 30 Nov 1995 Canberra, Australia.An evaluation of editing paradigms
Toleman, Mark A. and Welsh, Jim. 1994. "An evaluation of editing paradigms." Howard, Steve and Leung, Y. K. (ed.) Australasian Computer-Human Interaction Conference: Harmony Through Working Together (OzCHI 1994). Melbourne, Australia 28 Nov - 01 Dec 1994 Canberra, Australia.Retrospective application of user interface guidelines: a case study of a language-based editor
Toleman, Mark and Welsh, Jim. 1991. "Retrospective application of user interface guidelines: a case study of a language-based editor." Hammond, Judith H., Hall, Roger R. and Kaplan, Ilana (ed.) Australasian Computer-Human Interaction Conference (OZCHI 1991): People Before Technology. Sydney, Australia 28 - 29 Nov 1991 Canberra, Australia.Applying ecological interface design to experimental apparatus used to monitor a refrigeration plant
Lehane, Pat, Toleman, Mark and Benecke, John. 1999. "Applying ecological interface design to experimental apparatus used to monitor a refrigeration plant." Thomas, Bruce and Warren, James (ed.) 1st Australasian User Interface Conference (AUIC 2000). Canberra, Australia 31 Jan - 03 Feb 2000 Los Alamitos, USA.Could emotions be the key to real artificial intelligence?
Ray, Penny, Toleman, Mark and Lukose, Dickson. 2000. "Could emotions be the key to real artificial intelligence?" 2000 International ICSC Congress on Intelligent Systems and Applications (ISA 2000). Wollongong, Australia 11 - 15 Dec 2000 Wetaskiwin, Canada.Go WEST - supporting women in engineering, science and technology: an Australian higher education case study
McDonald, Jacquelin, Loch, Birgit and Cater-Steel, Aileen. 2010. "Go WEST - supporting women in engineering, science and technology: an Australian higher education case study." Cater-Steel, Aileen and Cater, Emily (ed.) Women in engineering, science and technology: education and career challenges. Hershey, PA, United States. IGI Global. pp. 118-132Software process improvement: assessments for small software firms
Cater-Steel, Aileen. 2010. Software process improvement: assessments for small software firms. Saarbrucken, Germany. VDM Verlag Dr. Muller.Information systems at the University of Southern Queensland (USQ), 1st Australian/New Zealand ed.
Fryer, Maggie and Cater-Steel, Aileen. 2010. "Information systems at the University of Southern Queensland (USQ), 1st Australian/New Zealand ed." Baltzan, Paige, Phillips, Amy, Lynch, Kathy and Blakey, Peter (ed.) Business driven information systems. Sydney, Australia. McGraw-Hill Australia. pp. 239-241Adoption of e-commerce by Canadian SMEs: defining organizational, environmental and innovation characteristics
Sparling, Lynn, Cater-Steel, Aileen and Toleman, Mark. 2010. "Adoption of e-commerce by Canadian SMEs: defining organizational, environmental and innovation characteristics." Encyclopedia of e-business development and management in the global economy. Hershey, PA, United States. IGI Global. pp. 305-315IT service management standards: education challenges
Cater-Steel, Aileen and Toleman, Mark. 2010. "IT service management standards: education challenges." Jakobs, Kai (ed.) New applications in IT standards: developments and progress. Hershey, PA. United States. IGI Global. pp. 225-241The influence of B2B e-commerce on SMEs' performance and efficiency: a review of the literature
Al-Bakri, Anas, Cater-Steel, Aileen and Soar, Jeffrey. 2010. "The influence of B2B e-commerce on SMEs' performance and efficiency: a review of the literature." International Journal of Liability and Scientific Enquiry. 3 (3), pp. 213-224. https://doi.org/10.1504/IJLSE.2010.033356Women in engineering, science and technology: education and career challenges
Cater-Steel, Aileen and Cater, Emily. Cater-Steel, Aileen and Cater, Emily (ed.) 2010. Women in engineering, science and technology: education and career challenges. Hershey, PA, United States. IGI Global.User experiences and a usability inspection of an electronic services environment for students
Toleman, Mark A. and Toleman, Jessica M.. 1998. "User experiences and a usability inspection of an electronic services environment for students." Calder, Paul and Thomas, Bruce (ed.) Australasian Computer-Human Interaction Conference (OzCHI 1998). Adelaide, Australia 30 Nov - 04 Dec 1998 Los Alamitos, CA. United States. https://doi.org/10.1109/OZCHI.1998.732200itSMF Australia 2009 Conference: summary report of ITSM standards and frameworks survey
Cater-Steel, Aileen, Tan, Wui-Gee and Toleman, Mark. 2009. itSMF Australia 2009 Conference: summary report of ITSM standards and frameworks survey. Toowoomba, Australia. University of Southern Queensland.Implementing IT service management: a case study focussing on critical success factors
Tan, Wui-Gee, Cater-Steel, Aileen and Toleman, Mark. 2009. "Implementing IT service management: a case study focussing on critical success factors." Journal of Computer Information Systems. 50 (2), pp. 1-12.Designing a user interface for relational documents
Carrington, David, Jones, Tim, MacDonald, Anthony, Toleman, Mark and Welsh, Jim. 1998. "Designing a user interface for relational documents." Gray, J., Harvey, J., Scott, L. and Liu, A. (ed.) 1st Australian Workshop on Constructing Software Engineering Tools (AWCSET 1998). Adelaide, Australia 13 Nov 1998 Sydney, Australia.External factors influence e-business adoption: DOI perspectives
Roberts, Barbara and Toleman, Mark. 2004. "External factors influence e-business adoption: DOI perspectives." Stockdale, Rosemary and Standing, Craig (ed.) 5th International We-B Conference (We-B 2004): Enterprise Value from e-Business. Perth, Australia 25 - 26 Nov 2004 Joondalup, Western Australia.Interactive videodiscs and student control of learning
Pemberton, P. F., Taylor, J. C. and Toleman, M.. 1985. "Interactive videodiscs and student control of learning." 3rd Annual Computer-Assisted Learning in Tertiary Education Conference (CALITE 1985). Melbourne, Australia Dec 1985Continuous fraud detection in enterprise systems through audit trial analysis
Best, Peter J., Rikhardsson, Pall and Toleman, Mark. 2009. "Continuous fraud detection in enterprise systems through audit trial analysis." Journal of Digital Forensics, Security and Law. 4 (1), pp. 39-60.Creating an emotional space for artificial beings
Baillie, Penny and Toleman, Mark. 2001. "Creating an emotional space for artificial beings." Urban, Christopher (ed.) 2nd Workshop on Agent-Based Simulation. Passau, Germany 02 - 04 Apr 2001 Erlangen, Germany.Training strategic problem solvers
de Raadt, Michael, Toleman, Mark and Watson, Richard. 2004. "Training strategic problem solvers." ACM SIGCSE Bulletin. 36 (2), pp. 48-51. https://doi.org/10.1145/1024338.1024370Effect of zeranol implantation on bodyweight changes in zebu crossbred cattle grazing tropical pasture
Hodge, P. B., Thompson, P. J. M., Bond, J. H., Round, P. J. and Toleman, Mark. 1983. "Effect of zeranol implantation on bodyweight changes in zebu crossbred cattle grazing tropical pasture." Australian Veterinary Journal. 60 (2), pp. 33-37. https://doi.org/10.1111/j.1751-0813.1983.tb05857.xDo rumours contribute to knowledge management - and will we ever know?
Brown, Martyn and Cater-Steel, Aileen. 2009. "Do rumours contribute to knowledge management - and will we ever know?" Poulymenakou, Angeliki, Pouloudi, Nancy and Pramatari, Katerina (ed.) MCIS 2009: 4th Mediterranean Conference on Information Systems. Athens, Greece 25 - 27 Sep 2009 Athens, Greece.Introduction to special issue [of Information Systems Management] on ICT governance, strategic alignment and service management
Cater-Steel, Aileen. 2009. "Introduction to special issue [of Information Systems Management] on ICT governance, strategic alignment and service management ." Information Systems Management. 26 (2), pp. 96-97. https://doi.org/10.1080/10580530902794752Justifications, strategies, and critical success factors in successful ITIL implementations in U.S. and Australian companies: an exploratory study
Pollard, Carol and Cater-Steel, Aileen. 2009. "Justifications, strategies, and critical success factors in successful ITIL implementations in U.S. and Australian companies: an exploratory study ." Information Systems Management. 26 (2), pp. 164-175. https://doi.org/10.1080/10580530902797540Developing research supervisors: breaking down internal barriers and drawing on resources from the Australasian academic community
Cater-Steel, Aileen and McDonald, Jacquie. 2009. "Developing research supervisors: breaking down internal barriers and drawing on resources from the Australasian academic community." iPED 2009: Researching Beyond Boundaries: Academic Communities Without Borders. Coventry, United Kingdom 14 - 15 Sep 2009 Newcastle upon Tyne, United Kingdom.IT service departments struggle to adopt a service-oriented philosophy
Cater-Steel, Aileen. 2010. "IT service departments struggle to adopt a service-oriented philosophy." St. Amant, Kirk (ed.) IT outsourcing: concepts, methodologies, tools, and applications. Hershey, PA, United States. IGI Global. pp. 1447-1455Preface [to Information systems research methods, epistemology, and applications]
Cater-Steel, Aileen and Al-Hakim, Latif. 2009. "Preface [to Information systems research methods, epistemology, and applications]." Cater-Steel, Aileen and Al-Hakim, Latif (ed.) Information systems research methods, epistemology, and applications. Hershey PA, USA. IGI Global. pp. xviii-xxivPreface [to Information technology governance and service management: frameworks and adaptations]
Cater-Steel, Aileen. 2009. "Preface [to Information technology governance and service management: frameworks and adaptations]." Cater-Steel, Aileen (ed.) Information technology governance and service management: frameworks and adaptations. Hershey PA, USA. IGI Global. pp. xvii-xxiiOffsetting ERP risk through maintaining standardized application software
Gable, Guy, Chan, Taizan and Tan, Wui-Gee. 2003. "Offsetting ERP risk through maintaining standardized application software." Shanks, Graeme, Seddon, Peter and Willcocks, Leslie (ed.) Second-wave enterprise resource planning systems: implementing for effectiveness. United Kingdom. Cambridge University Press. pp. 220-237E-business adoption in Australian wineries: DOI perspectives
Roberts, Barbara and Toleman, Mark. 2004. "E-business adoption in Australian wineries: DOI perspectives." Stockdale, Rosemary and Standing, Craig (ed.) 5th International We-B Conference (We-B 2004): Enterprise Value from e-Business. Perth, Australia 25 - 26 Nov 2004 Joondalup, Western Australia.Connecting with the Y Generation: an analysis of factors associated with the academic performance of foundation IS students
Genrich, Rohan, Roberts, Dave, Cater-Steel, Aileen and Low, Ee Kuan. 2004. "Connecting with the Y Generation: an analysis of factors associated with the academic performance of foundation IS students." Cohen, Eli B. and Koźmińskiego, Wyższa (ed.) 2004 Informing Science + Information Technology Education Joint Conference (InSITE 2004). Rockhampton, Australia 25 - 28 Jun 2004 Santa Rosa, CA, United States.Language trends in introductory programming courses
de Raadt, Michael, Watson, Richard and Toleman, Mark. 2002. "Language trends in introductory programming courses." Cohen, Eli B. and Boyd, E. (ed.) 2002 Informing Science + Information Technology Education Joint Conference (InSITE 2002). Cork, Ireland 19 - 21 Jun 2002 Santa Rosa, CA, United States.Letters to the editor: ACM fellow profile: a conversation with Bob Glass: 'a wonderful train ride'
Darroch, Fiona and Toleman, Mark. 2006. "Letters to the editor: ACM fellow profile: a conversation with Bob Glass: 'a wonderful train ride'." ACM SIGSOFT Software Engineering Notes. 31 (4), pp. 2-6.Retrofitting generic graduate attributes: a case-study of information systems undergraduate programs
Toleman, Mark, Roberts, Dave and Ryan, Charmaine. 2004. "Retrofitting generic graduate attributes: a case-study of information systems undergraduate programs." Cohen, Eli B. and Kozminskiego, Wyzsza (ed.) 2004 Informing Science + Information Technology Education Joint Conference (InSITE 2004). Rockhampton, Australia 25 - 28 Jun 2004 Santa Rosa, CA, United States.Aligning adoption theory with Agile system development methodologies
Toleman, Mark, Ally, Mustafa and Darroch, Fiona. 2004. "Aligning adoption theory with Agile system development methodologies." 8th Pacific Asia Conference on Information Systems (PACIS 2004). Shanghai, China 08 - 11 Jul 2004Introductory programming: what's happening today and will there be any students to teach tomorrow?
de Raadt, Michael, Watson, Richard and Toleman, Mark. 2004. "Introductory programming: what's happening today and will there be any students to teach tomorrow?" Lister, Raymond and Young, Alison (ed.) ACE 2004: 6th Australasian Computing Education Conference. Dunedin, New Zealand 18 - 24 Feb 2004 Bedford Park, South Australia.Exploring the domain suitability of Agile system development methodologies in aged and community care: a system user perspective
Darroch, Fiona, Toleman, Mark and Ally, Mustafa. 2004. "Exploring the domain suitability of Agile system development methodologies in aged and community care: a system user perspective." Conrick, Moya and Soar, Jeffrey (ed.) 1st Australian Aged and Community Care Informatics Conference (ACCIC'04). Brisbane, Australia 24 - 25 Aug 2004 Brunswick East, Vic, Australia.Design science: a case study in information systems re-engineering
Valverde, Raul, Toleman, Mark and Cater-Steel, Aileen. 2010. "Design science: a case study in information systems re-engineering." Hunter, M. Gordon (ed.) Strategic information systems: concepts, methodologies, tools, and applications. Hershey, PA. United States. IGI Global. pp. 490-503Emotional intelligence for intuitive agents
Ray, Penny, Toleman, Mark and Lukose, Dickson. 2000. "Emotional intelligence for intuitive agents." Mizoguchi, Riichiro and Slaney, John K. (ed.) 6th Pacific Rim International Conference on Artificial Intelligence (PRICAI 2000). Melbourne, Australia 28 Aug - 01 Sep 2000 Berlin, Germany. Springer. https://doi.org/10.1007/3-540-44533-1_107Language trends in introductory programming courses
de Raadt, Michael, Watson, Richard and Toleman, Mark. 2002. Language trends in introductory programming courses. Toowoomba, Australia. University of Southern Queensland.Towards a theoretical framework of determinants for the adoption and diffusion of buyer authenticated credit card payment programs: the online merchant's perspective
Ally, Mustafa and Toleman, Mark. 2004. "Towards a theoretical framework of determinants for the adoption and diffusion of buyer authenticated credit card payment programs: the online merchant's perspective." IEEE International Conference on E-Commerce Technology 2004. San Diego, United States 06 - 09 Jul 2004 Piscataway, NJ, USA. https://doi.org/10.1109/ICECT.2004.1319756Prevalence of Stephanofilariasis in young Bos indicus cattle in north Australia
Johnson, S. J. and Toleman, Mark. 1988. "Prevalence of Stephanofilariasis in young Bos indicus cattle in north Australia." Veterinary Parasitology. 29 (4), pp. 333-339. https://doi.org/10.1016/0304-4017(88)90150-1A critical analysis of buyer authenticated credit card payment programs: the online merchant's perspective
Ally, Mustafa and Toleman, Mark. 2004. "A critical analysis of buyer authenticated credit card payment programs: the online merchant's perspective." e-Biz World Conference 2004. Seoul, Korea 25 Feb 2004