ITIL is the most popular “best practices” framework for managing Information Technology (IT) services. However, implementing ITIL is not only very difficult but there also are no recommendations for implementing ITIL. As a result, ITIL implementations are usually long, expensive, and risky. In a previous paper we proposed a maturity model to assess an ITIL implementation and provide a roadmap f...

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.

Günümüzde Tataristan toprakları içerisinde yer alan İtil-Çulman (Kama) Bölgesi, en eski çağlardan itibaren farklı kültürlere ev sahipliği yapmış ve çeşitli yerleşim tiplerine sahne olmuştur. Zira geniş su rezervlerine bitki örtüsüne sahip olan bölge, insan topluluklarının tercih ettiği göç güzergahlarından birini oluşturmuş, batı ile doğu arasındaki kültürel temaslarının yaşandığı önemli sahala...

Information Technology Infrastructure Library (ITIL) is series of best practices that helps Information technology Organizations to provide Information technology (IT) services for their customers with better performances and quality. This a rticle is looking for a way to implement ITIL in an organization and also using Fuzzy Cognitive Maps (FCM) to model the problem for better understanding of...

A significant proportion of organizations delivering IT services follows and combines some IT management frameworks. At the organizational level, they often act in accordance with ITIL, the most used IT Service Management (ITSM) framework. At the project management level, a growing part of them are willing to work with agile methods. However, ITIL favours the Waterfall life cycle, such as in PR...

This study uses institutional theory as a lens to examine the increasing global diffusion of the Information Technology Infrastructure Library (ITIL) and the motivation of individual organisations to adopt the framework. The history of ITIL is provided to illustrate how the framework has travelled through time and space. The register of organisations certified to the international standard for ...

Over 90 percent of companies are estimated to use IT Service Management (ITSM) frameworks, yet there is little research on their benefits to the Information Technology (IT) department and the business units. An international survey of 503 firms was conducted to examine the benefits of the IT Infrastructure Library (ITIL), the de-facto ITSM framework, specifically on how these benefits evolve as...

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 Information Technology Service Management. However, and in spite of its repercussion and popularity, the ITIL framework does not suggest an implementation order for their processes...

A growing number of organizations are implementing the ITIL (IT Infrastructure Library) „best practice‟ framework in an attempt to improve their IT service management processes. However, not all ITIL implementations are successful and some companies have been disappointed with the outcomes. This exploratory research reports on four case studies of „successful‟ implementations of IT service mana...