Social Issues in ITIL Implementation
نویسنده
چکیده
Even though the adoption of ITIL best practice continues to grow, most of the implementation initiatives fail or take too long. One of the major causes of failures is the lack of recognized strategy to effectively deal with the barriers of organizational change. This work describes the state of the art relative to changes that undergo in an organization, analyzing different change management methods. Based on Action Research methodology, it is proposed to define a plan for effective communication, which was implemented and evaluated in a practical case, in a portuguese public organization where ITIL Incident Management is being implemented.
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