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.
|Item Type:||Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)|
|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.|
|Uncontrolled Keywords:||IT service management, adoption, ITIL, IT infrastructure library, standards|
|Subjects:||280000 Information, Computing and Communication Sciences > 280100 Information Systems|
|Depositing User:||Dr Aileen Cater-Steel|
|Date Deposited:||08 Jul 2008 01:54|
|Last Modified:||02 Jul 2013 23:04|
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