Resolution of Challenges That Are Facing Organizations before ITIL Implementation
Source of Publication
International Journal of Future Computer and Communication
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.
IT Service management, IT infrastructure library ITIL challenges
Al Mourad, Mohamed B. and Johari, Rozita, "Resolution of Challenges That Are Facing Organizations before ITIL Implementation" (2014). All Works. 4596.
Indexed in Scopus
Open Access Type
Bronze: This publication is openly available on the publisher’s website but without an open license