Conflicting views on ITIL implementation: managed as a project-or business as usual?

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

[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)
Refereed: Yes
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.
Faculty/School / Institute/Centre: Historic - Faculty of Business - School of Information Systems (1 Apr 2007 - 31 Dec 2010)
Faculty/School / Institute/Centre: Historic - Faculty of Business - School of Information Systems (1 Apr 2007 - 31 Dec 2010)
Date Deposited: 08 Jul 2008 01:54
Last Modified: 27 Jun 2017 03:18
Uncontrolled Keywords: IT service management, adoption, ITIL, IT infrastructure library, standards
Fields of Research (2008): 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
Fields of Research (2020): 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3599 Other commerce, management, tourism and services > 359999 Other commerce, management, tourism and services not elsewhere classified
35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3507 Strategy, management and organisational behaviour > 350715 Quality management
URI: http://eprints.usq.edu.au/id/eprint/4230

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