A Qualitative Case Study Identifying Metrics for ITIL Request Fulfillment Process: Perspectives of an Information Technology Service Provider Group

doi:10.33423/jop.v19i4.2295

Cited by 1 publication

(1 citation statement)

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“…Finally, the ITIL Release Management Process's roles and responsibilities were created and characterized. Some studies (Imroz, 2019) created dashboards to display the most important metrics of an IT service provider group's request fulfilment process and examined the group's perceptions of those metrics. There were 12 metrics that the group thought were the most important.…”

Section: Qualitative Analysismentioning

confidence: 99%

A-ITIL, ITIL and Agile Based Advanced Framework for Managing Software and IT Related Bau: A Systematic Literature Review

Peliarachchi,

Wijayanayake

2023

sljo-j-jdrra

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In today's rapidly evolving environment, two critical factors for organizations to maintain their competitive edge are speed to market and adaptability. Over the past ten years, a significant number of organizations have achieved success in delivering IT services by utilizing IT management frameworks. One widely adopted framework in this domain is ITIL, an abbreviation for the IT Infrastructure Library. ITIL serves as a guiding framework, facilitating the attainment of high-quality IT service management at an organizational level. When it comes to software development, it is crucial for managers and development teams to select an appropriate methodology that aligns with their project's needs. Agile software development is one prominent approach based on iterative and incremental development. It has gained significant prominence in the IT industry due to its ability to enhance project development processes. Combining ITIL and Agile methodologies has proven to be a valuable strategy for streamlining project development in the IT industry. This fusion results in what is known as the Agile-ITIL combined framework, often referred to as A-ITIL. This paper primarily focuses on the integration of ITIL processes with agile phases, shedding light on the amalgamation of ITIL and Agile with other frameworks and technologies. Furthermore, it examines the utilization of ITIL and Agile in various companies, offering valuable insights into how these methodologies can be applied effectively. Consequently, this publication is a valuable resource for researchers seeking comprehensive knowledge in the ITIL and Agile-related domains. It aims to identify potential avenues for future research and development in this dynamic field.

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Section: Qualitative Analysismentioning

confidence: 99%