Developing an Assessment Tool of ITIL Implementation in Small Scale Environments

Abir El,Khalifa Mansouri,Elhossein Illoussamen,Mohammed Qbadou,Souad Ahriz

doi:10.14569/ijacsa.2017.080926

Abstract

Considering the problematic of IT Service Management (ITSM) frameworks Implementation in SMEs, among the various frameworks available for companies to manage their IT services, ITIL is recognized as the most structured and effective framework. Nevertheless, ITIL has been criticized for not been appropriate for small scale enterprises. This paper provided a practical tool formally developed according to Design Science Research (DSR) approach, it aimed to find out the key factors that affect ITIL implementation success in SMEs, the objective was to eliminate the misunderstanding of the IT service management model’s implementation purpose. It determines various Critical Success Factors (CSFs) of ITIL implementation, the weight of each CSF is calculated with Analytical Hierarchy Process (AHP) and the evaluation was executed in a Moroccan SME. Therefore, it provides an evaluation method in order to help researchers and managers to determine the issues related to local culture of SMEs while adopting ITIL Framework. Results show that the top management support is the most important factor for Moroccan SMEs. It is found that an approach for determining ITIL processes implementation sequencing order need to be developed in order to achieve quick wins.

Highlights

The issue of IT service management occupies central paramount position among the preoccupations of the organizations’ decision makers, it affects all types of organizations
We wish, through this work, to contribute to the literature interested in adopting Information Technology Infrastructure Library (ITIL) practices by providing a practical tool formally developed according to Design Science Research approach, it aims to find out the key factors that affect ITIL implementation success in Small and Medium-sized enterprises (SMEs)
The results show that there is a desynchronized vision between top management, business and IT actors in terms of their self-reflective judgement concerning the priorities of ITIL implementation Critical Success Factors (CSFs)

Summary

Introduction

The issue of IT service management occupies central paramount position among the preoccupations of the organizations’ decision makers, it affects all types of organizations. SMEs have a simple structure that essentially is based on a limited group of individuals, customers are not satisfied due to the bad management of IT services. They are submerged by incidents and users’ problems and do not always have the capabilities to contribute effectively to the creation of the value within companies [1]. ITIL framework is positioned on the management of IT-services, according to a study of CIGREF [2] ITIL is the most used by organizations

Objectives

Methods

Discussion

Conclusion