ITIL in small to medium‐sized enterprises software companies: towards an implementation sequence

Abstract

Information technology infrastructure library (ITIL) framework is a set of comprehensive publications providing descriptive guidance on the management of IT processes, functions, roles, and responsibilities related to IT service management. However, and in spite of its repercussion and popularity, the ITIL framework does not suggest an implementation order for their processes. This decision constitutes the first challenge that an organization must overcome when starting an ITIL implementation, the enterprise size being one of the leading factors to be considered in the decision‐making process. In the scenario of small and medium enterprises dedicated to producing software, this paper is devoted to investigating which processes are the most selected to start the implementation of ITIL in these organizations. This is performed by means of two different instruments, first, a systematic literature review on the topic and second, a survey conducted among experts and practitioners. Results show in both cases that incident management process should be the first process when implementing ITIL framework. Copyright © 2015 John Wiley & Sons, Ltd.

How to Optimize the Implementation of ITIL through a Process Ordering Algorithm

“…Currently, ITIL is divided in five groups of processes (service strategy, service design, service transition, service operation, service continual improvement) but ITIL does not define a strategy to implement the processes: No order of processes is presented, no dependency on the company where ITIL is implemented, no dependency on the industry, etc. It just includes the processes needed for proper management of IT Services [9].…”

Chosen aspects of it services management

“…Coraz częściej małe i średnie przedsiębiorstwa, zwłaszcza wytwarzające oprogramowanie na rzecz dużych firm, również je implementują, wprowadzając sekwencje wybranych procesów (Lema, Calvo-Manzano, Colomo-Palacios, 2015).…”

Results and lessons learned in System, Software & Service Process Improvement & Innovation

“…Regarding the first topic, several works have tackled the subject in recent papers dealing with project management in small settings, compliance with PMBOK or process reference models and regarding service portfolio Management. Papers dealing with the topic include ITIL implementation sequence suggestions or the TIPA framework …”