This chapter presents and analyzes a real life ITIL project, and it is based on a longitudinal case study. The purpose is to illustrate how the ITIL process reference model for some processes may be used almost as a blueprint, while ITIL for other processes may be profoundly adapted to suit the context and the needs of the implementer. Furthermore, the success factors and the impediments for su...

Bringing together the ICT and the business layer of a service-oriented system (SoS) remains a great challenge. Few papers tackle the management of SoS from the business and organizational point of view. One solution is to use the well-known ITIL V.3 framework. The latter enables to transform the organization into a service-oriented organizational which focuses on the value provided to the servi...

Problem statement: There are several IT best practices and IT standards, which are independently supporting enterprises. Some of them have similarities and other differ from each other. This study discusses these best practices and standards in contrast with ITIL. Approach: CMMI, CobiT, eTOM, ISO 9000, ISO/IEC 17799, Malcolm Baldrige and Six Sigma will be introduces along with ITIL. Results: Th...

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...