Abstract:Research on service management office (SMO) related with its implementation, challenges, relevance, and outcomes is scarce. The purpose of this case study research is to contribute with the lessons learned from the implementation of an SMO into a big sized company. The lessons include the experience of the company designing and implementing an SMO. A general roadmap and main challenges for the creation of an SMO are presented through the lessons learned of three perspectives: people, processes, and technology.… Show more
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