The Industrial Practice of ITIL Implementation in Medium-Sized Enterprises

Schmidtbauer, Philipp; Sandkuhl, Kurt; Stamer, Dirk

doi:10.1007/978-3-642-41687-3_13

Cited by 4 publications

(1 citation statement)

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“…Information technology infrastructure library also has its impact in SMEs scenarios. The literature also reflects this interest in general studies. For instance, Valdés et al underline that SMEs cannot easily adopt ITIL, so they implement only useful concepts and selected parts.…”

Section: Introductionmentioning

confidence: 91%

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

Lema-Moreta

Villalón

Colomo‐Palacios

et al. 2015

J Software Evolu Process

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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.

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Section: Introductionmentioning

confidence: 91%