Towards a Framework for Understanding Adoption, Implementation and Institutionalization of ITIL

Allan Salling Pedersen, Niels Bjørn-Andersen

    Publikation: Bidrag til bog/antologi/rapportKonferencebidrag i proceedingsForskningpeer review

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    Abstrakt

    ITIL has been proposed and indeed adopted by many as a framework for solving the problem of IT Service Management. It has been available for organizations for more than 10 years and initial adoption has been high. However, consultancy surveys of ITIL adoption, implementation and institutionalization show that there are only few complete and institutionalized ITIL implementations. This paper presents work in progress on a comprehensive ITIL literature review, focussing on critical success factors and benefits documented in scientific literature about ITIL implementation. Based on this, the paper presents a draft framework aiming at assisting organizations during their decisions regarding ITIL adoption, implementation and institutionalization.
    OriginalsprogEngelsk
    TitelProceedings of IRIS 2011
    RedaktørerTimo Leino
    Antal sider39
    UdgivelsesstedTurku
    ForlagTurku Centre for Computer Science
    Publikationsdato2011
    Sider601-639
    ISBN (Elektronisk)9789521226489
    StatusUdgivet - 2011
    BegivenhedThe 34th Information Systems Research Seminar in Scandinavia. IRIS 2011 - Turku, Finland
    Varighed: 16 aug. 201119 aug. 2011
    Konferencens nummer: 34

    Konference

    KonferenceThe 34th Information Systems Research Seminar in Scandinavia. IRIS 2011
    Nummer34
    LandFinland
    ByTurku
    Periode16/08/201119/08/2011
    NavnTUCS Lecture Notes
    Nummer15

    Emneord

    • IT service management
    • ITIL
    • Best practice adaption
    • Best practice implementation
    • Best practice institutionalization

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