Resolution of Challenges That Are Facing Organizations before ITIL Implementation

Document Type

Article

Source of Publication

International Journal of Future Computer and Communication

Publication Date

6-2014

Abstract

IT Service Management has become more sophisticated and more critical to the business success. The Information Infrastructure Technology Library (ITIL) is the de facto standard framework for providing guidance to IT service delivery and support processes. Many organizations are either implemented or planning to implement ITIL. Despite many successful case studies many organization were unsuccessful in implementing ITIL due to many reasons. One important factor is that some organizations did not recognize or underestimate the challenges prior to implementation. This exploratory research focuses on the ITIL challenges prior to implementation. IT experts from ten case studies have been interviewed to identify the most reported challenges and the suggestions to resolve these challenges.

ISSN

2010-3751

Volume

3

Issue

3

First Page

210

Last Page

215

Disciplines

Computer Sciences

Keywords

IT Service management, IT infrastructure library ITIL challenges

Indexed in Scopus

no

Open Access

yes

Open Access Type

Bronze: This publication is openly available on the publisher’s website but without an open license

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