Conflicting views on ITIL implementation: managed as a project – or business as usual?
نویسنده
چکیده
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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