Conflicting views on ITIL implementation: managed as a project-or business as usual?
Paper
Cater-Steel, Aileen and Pollard, Carol. 2008. "Conflicting views on ITIL implementation: managed as a project-or business as usual?" 2008 Information Resources Management Association International Conference (IRMA 2008). Ontario, Canada 18 - 20 May 2008 Hershey, PA, United States.
Paper/Presentation Title | Conflicting views on ITIL implementation: managed as a project-or business as usual? |
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Presentation Type | Paper |
Authors | Cater-Steel, Aileen (Author) and Pollard, Carol (Author) |
Journal or Proceedings Title | Proceedings of the 2008 Information Resources Management Association International Conference (IRMA 2008) |
ERA Conference ID | 60353 |
Number of Pages | 6 |
Year | 2008 |
Place of Publication | Hershey, PA, United States |
Web Address (URL) of Paper | http://www.sprott.carleton.ca/conf-irm/ |
Conference/Event | 2008 Information Resources Management Association International Conference (IRMA 2008) |
Information Resources Management Association International Conference (IRMA) | |
Event Details | 2008 Information Resources Management Association International Conference (IRMA 2008) Parent Information Resources Management Association International Conference (IRMA) Delivery In person Event Date 18 to end of 20 May 2008 Event Location Ontario, Canada |
Event Details | Information Resources Management Association International Conference (IRMA) IRMA |
Abstract | [Abstract]: 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. |
Keywords | IT service management, adoption, ITIL, IT infrastructure library, standards |
ANZSRC Field of Research 2020 | 359999. Other commerce, management, tourism and services not elsewhere classified |
350715. Quality management | |
Public Notes | Files associated with this item cannot be displayed due to copyright restrictions. |
Byline Affiliations | School of Information Systems |
Appalachian State University, United States |
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https://research.usq.edu.au/item/9yv5z/conflicting-views-on-itil-implementation-managed-as-a-project-or-business-as-usual
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