Cater-Steel, Aileen and Pollard, Carol (2008) Conflicting views on ITIL implementation: managed as a project-or business as usual? In: 2008 Information Resources Management Association (IRMA) International Conference, 18-20 May 2008, Niagara Falls, Ontario, Canada.
[Abstract]: Many organizations are implementing ITIL to improve their IT service management. Although the ITIL guidelines are considered crucial to the implementation process, it appears there is no standard implementation approach taken by organizations. This research reports on two case studies of successful ITIL implementations to derive a roadmap for implementation and a set of critical success factors.
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|Item Type:||Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)|
|Item Status:||Live Archive|
|Additional Information:||Permanent restricted access to paper due to publisher copyright restrictions. See the Website location above for details. Print copy not to be ordered for USQ Library.|
|Depositing User:||Dr Aileen Cater-Steel|
|Faculty / Department / School:||Historic - Faculty of Business - School of Information Systems|
|Date Deposited:||08 Jul 2008 01:54|
|Last Modified:||02 Jul 2013 23:04|
|Uncontrolled Keywords:||IT service management, adoption, ITIL, IT infrastructure library, standards|
|Fields of Research (FOR2008):||15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150307 Innovation and Technology Management
15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150313 Quality Management
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