Success Factors for Integrated Itil Deployment: An it Governance Classification

Nicho, Mathew; Mourad, Basel A.I.

doi:10.1080/15228053.2012.10845694

Cited by 9 publications

(8 citation statements)

References 17 publications

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“…According to [7] "The concept of ITIL emerged in 1972 when IBM undertook research into the quality of services delivery in order to release its Information System Management Architecture (ISMA). In the 1980s, the first version of ITIL was released by a British public body called the Central Computer and Telecommunication Agency, now known as the UK Office of Government Commerce, with the aim of improving the quality of IT services and best practices observed in the industry.…”

Section: B Implementation Of Itilmentioning

confidence: 99%

Critical Success Factors In Implementing ITIL in the Ministry of Education in Saudi Arabia: An Exploratory Study

Alqahtani¹

2017

ijacsa

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Abstract-This paper engages with the ITIL framework for IT service delivery within the specific context of the Ministry of Education in the Kingdom of Saudi Arabia (KSA). A literature review process is used to develop a critical success factors (CSFs) for the implementation of the ITIL framework in an organisation, based on a series of models like TAM and UTAUT, and then put into an overall conceptual model of use behaviour towards ITIL described by [1]. The conceptual model is then deployed in the field through a series of interviews with IT professionals within the Ministry of Education in the KSA. The interviews are semi-structured, and were intended to draw out the corresponding factors for success and the factors that have hindered the implementation of ITIL within this organisation. The data confirm the view of the literature that strong leadership and management involvement is essential both as a success factor in its own right, and as the means by which other success factors are enabled. The findings of paper make two observations. First, the literature sets out a series of quite precise success factors that relate to project management, communication, and quality control. The data presented in this research project demonstrate that in practice it is hard to make clear all of these factors to such a level of detail within the Ministry of Education in Saudi. Second, the implementation of ITIL is more reflexive than the literature and the conceptual model would initially demonstrate.

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Section: B Implementation Of Itilmentioning

confidence: 99%

Critical Success Factors In Implementing ITIL in the Ministry of Education in Saudi Arabia: An Exploratory Study

Alqahtani¹

2017

ijacsa

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“…IT goals must be aligned to the key business and enterprise goals. The gap between how the organization is performing and the ITIL best practice target [9] must be identified in order to decide which processes must be implemented or improved first. As stated in Table I ITIL comprises of ten services and twenty sixes processes.…”

Section: A Uncertainty About Which Process To Implement Firstmentioning

confidence: 99%

“…The few studies that have been achieved on ITIL have are mainly focused on implementation issues [8]; ITIL critical success factors [3], [9]; or impact of ITIL implementation on business/IT alignment [10]. ITIL adoption is a very complex activity as it calls for the thorough reengineering of ITSM processes, involving many staff and systems.…”

Section: Motivation and The Goal Of This Researchmentioning

confidence: 99%

Resolution of Challenges That Are Facing Organizations before ITIL Implementation

Mourad¹,

Johari²

2014

IJFCC

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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.

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“…Most of the research in this area is still focusing on ITIL implementation and best practices [6]- [8]. Interest in deploying IT service management tools in the cloud is great, and ITIL framework is applicable to manage cloud computing when adopted but there are elements that need to be approached differently [9], [10].…”

Section: Motivation and The Goal Of This Researchmentioning

confidence: 99%

The Impact of Cloud Computing on ITIL Service Strategy Processes

Mourad¹,

Hussain²

2014

IJCCE

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Abstract-Cloud computing has become an increasingly popular means of delivering precious IT enabled business services. Customers and end users access the IT services catalog through self-service portals, using and paying for only those services they need, when and where they need them. When an organization adopts cloud computing it quickly becomes apparent that the traditional approach to IT service management frameworks such as Information Technology Infrastructure Library (ITIL) needs to be reviewed. This paper is focusing on the ITIL Service Strategy process and the impact of cloud computing on its sub processes implementation. Four case studies from organizations who either partially implemented or are planning to implement cloud computing have been consulted to propose enrichment to ITIL when cloud computing is adopted.Index Terms-Cloud computing, ITIL, IT service strategy, IT service management.

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Success Factors for Integrated Itil Deployment: An it Governance Classification

Cited by 9 publications

References 17 publications

Critical Success Factors In Implementing ITIL in the Ministry of Education in Saudi Arabia: An Exploratory Study

Critical Success Factors In Implementing ITIL in the Ministry of Education in Saudi Arabia: An Exploratory Study

Resolution of Challenges That Are Facing Organizations before ITIL Implementation

The Impact of Cloud Computing on ITIL Service Strategy Processes

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