Many organizations are embracing ITIL as a model for best practices. This paper provides a brief background of ITIL and the ITSM processes, with particular attention paid to Capacity Management. The author also considers two different organizations and discusses Capacity Management as practiced in those environments, comparing and contrasting those practices with ITIL Capacity Management. Final...

Purpose – The purpose of this paper is to propose the use of technology adoption model UTAUT as an adoption model of IT governance frameworks, specifically Information Technology and Infrastructure Library (ITIL). The aim is to help the decision maker to better map ITIL processes with business performance, to make a better decision on what processes to implement, and how to implement them. Desi...

This paper examines the adoption and implementation of the Information Technology Infrastructure Library (ITIL). Specifically, interviews with a CIO, as well as literature from the ITIL Official site and from the practitioner’s journals are consulted in order to determine whether the best practices contained in the ITIL framework may improve the management of information technology (IT) service...

The ITIL framework is the best known set of best practices for managing IT services. In this paper we introduce process mining as a useful technique for assessing whether a business process is implemented according to ITIL guidelines. We evaluated our approach using a real-world case study in an IT vendor developing a complex software platform. The company receives thousands of requests (includ...

The assessment of Enterprise Governance of IT (EGIT) mechanisms, such as COBIT and ITIL, is considered highly complex and implies a duplication of resources. The main goal of this research is to reduce the complexity of EGIT mechanisms by facilitating the assessment of these mechanisms when used simultaneously. Organisational stakeholders should be able to easily understand the impact of implem...

With COBIT and ITIL at the forefront of IT governance and IT service management, respectively, there is a need to establish if ITIL Security Management complies with COBIT DS5. This paper investigates the possible compliance and any related issues by comparing the requirements of COBIT DS5 against the measures of ITIL Security Management. Results indicate that ITIL Security Management is unable...

Business/IT alignment has become one of the most relevant concerns on organizations. Enterprise Architecture (EA) and ITIL, two distinct governance approaches with different perspectives, have become recently dominant between practitioners. However, parallel EA and ITIL projects can lead to wasted resources and a duplication of costs and efforts. In this paper we propose an EA and ITIL integrat...

Although an increasing number of organisations implement the IT Infrastructure Library (ITIL) with the aim to improve Information Technology (IT) services to their customers, a significant number of ITIL implementations do not achieve the expected outcomes. Enterprise Resource Planning (ERP) and Business Process Reengineering (BPR) projects have similarities with ITIL implementations. ERP and B...

The implementation of ITIL processes in IT organizations can be seen as a set of interdependent projects. The sequence of the ITIL implementation relies on such parameters as scope, depth, the capability of processes and the maturity of the organization. These factors can form common patterns of ITIL implementation that might be expressed as rules. Also—to semantically reinforce such a model in...

ITIL is a popular framework for IT governance, but little academic research on ITIL exists. We investigate the overlap between ITIL and IT governance practices to illustrate ITIL’s potential to stimulate IT governance. A field study shows that IT implementation success is particularly influenced by group efficacy and organizational resources, and to a lesser extent senior management involvement...