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Table 2 Findings with a positive influence

From: Improvement of IT service processes: a study of critical success factors

Findings with a positive influence Occurrences Papers in which they were identified*
[Fi01] Existence of management support 13 [1–6],[8–12]
[Fi02] Commitment from the people involved in the project 6 [1],[4–8]
[Fi03] Dissemination of results 6 [4–8]
[Fi04] Adequate order for implementing the processes 2 [4],[8]
[Fi05] Project advertisement 9 [3–6],[8],[11]
[Fi06] People with the necessary knowledge are involved in the project 19 [2–10],[12]
[Fi07] Allocation of resources to the project 6 [2],[4–6]
[Fi08] Collaboration and communication in the organization 3 [2],[7],[10]
[Fi09] Focus on the customer 2 [10],[12]
[Fi10] Favorable culture towards the project 9 [1],[3–5],[7–11]
[Fi11] Use of external consultants 2 [9],[10]
[Fi12] Use of appropriate tools 4 [2],[9],[10],[12]
[Fi13] Benefits management 3 [5],[11],[12]
[Fi14] Change management 1 [12]
[Fi15] Adequate management of the project 11 [2],[5],[7–9],[11],[12]
[Fi16] Existing processes are adequate 11 [1],[2],[4],[5],[7],[8],[10],[12]
[Fi17] Good relationships with suppliers and consultants 2 [11],[12]
[Fi18] Adequate monitoring and control of the processes 7 [2],[4–6],[8],[12]
[Fi19] Adequate management of the organization 2 [1],[5]
Total 118 -
  1. *[1] Cater-Steel (2009); [2] Cater-Steel and Pollard (2008); [3] Cater-Steell and Tan (2005); [4] Cater-Steel et al. (2006); [5] Hochstein and Brenner (2006) [6] Hochstein et al. (2005); [7] Iden (2009); [8] Iden and Langeland (2010); [9] Junior and Andrade (2010); [10] Pollard and Cater-Steel (2009); [11] Tan et al. (2009); [12] Tan et al. (2007).