Information Technology Infrastructure Library Implementation Research Articles

Aspects of Leadership in The Implementation of IT Infrastructure Library Domain Service Strategy at University

Implementation of ITIL (Information Technology Infrastructure Library) in institutions' education tall become more important for increasing the quality service of information technology. However, ITIL implementation requires a role important from leadership to ensure its success. Study This aims to analyze the role of leadership in the implementation of ITIL Service Strategy in high-education institutions. This study uses a method descriptive with do survey of IT staff at several universities. Data analyzed use the technique of qualitative and its results show that leadership owns an influence and positive significance in the implementation of ITIL Service Strategy in higher education institutions. this article gives an important view for university leadership to increase the quality service of information technology and ensure the successful implementation of the ITIL Service Strategy in institutions. This Study has implications for the organization in framework reach objective strategic in management service of information technology and ensure that ITIL framework can be used with more effective and efficient.

Benefits, opportunities, costs and risks analysis of information technology infrastructure library implementation

Benefits, opportunities, costs and risks analysis of information technology infrastructure library implementation

How small and medium enterprises can begin their implementation of ITIL?

Sequencing of Information Technology Infrastructure Library (ITIL) processes related to their order of implementation is one of the pending issues in the ITIL handbooks. Other frameworks and process models related to service management (e.g., COBIT, COSO and CMMI-SVC) are quite well described in the literature and their handbooks. However, the identifi cation of the fi rst process to be implemented has not been deeply analysed in the previous frameworks and models, and it is also a complex question to answer for organizations, especially Small and Medium Enterprises (SMEs). Moreover, SMEs are the organizations that have the largest presence in the world economy; offi cial data of General Business Directory, show that their range of presence in different countries around the world is between 93% and 99%, and the average of employment contribution is around 60%. Consequently, the improvement of information technology service management is of vital importance to accomplish in this type of enterprises. This research has focused on two surveys that aim at helping SMEs to select the ITIL process by which starting the implementation of ITIL. In the fisurvey, data were gathered through a questionnaire to SMEs registered in the region of Madrid. The second survey obtained data from experts and enterprises in countries as Spain, Ecuador, Chile, Luxembourg, Colombia, Norway, El Salvador, and Venezuela. Finally, the results of both surveys show that the tendency for starting an ITIL implementation in SMEs points to one of the processes included in the Service Operation.

Strategising IT service management through ITIL implementation: model and empirical test

Research on the Information Technology Infrastructure Library (ITIL) lacks appropriate theories and models that capture the distinct characteristics and implications of the ITIL implementation practice. The purpose of this study is to close this gap. Based on a literature review, we develop and empirically validate a theoretical model: the ITIL Implementation Project Model. The model includes significant antecedents, which provide a foundation upon which an effective ITIL implementation project can be built, as well as the pertinent effects of implementing ITIL. The results contribute to the current research stream on the strategising of IT service management as well as to an improved understanding of the IT function in organisations. The model provides IT executives with practices for improving ITIL implementation quality and for assessing the benefits of their efforts.

The impact of senior management involvement, organisational commitment and group efficacy on ITIL implementation benefits

Senior management involvement, organisational commitment and group efficacy are expected to have a positive impact on Information Technology Infrastructure Library (ITIL) implementation benefits. Specifically, more involvement, commitment and efficacy should produce greater achievement. Analysing data from a survey of 446 Nordic ITIL experts, this paper examines the relationships between these predictor factors and benefits, and investigates which is most critical. This study verifies the importance of all factors, but contrary to previous research, which has especially emphasised the role of senior management, in this research, group efficacy has proved to be the strongest predictor, indicating that the capabilities of those involved in the ITIL implementation are more important for realising the potential benefits than is senior management involvement. This work contributes to theorising in an important area of practice by testing and validating measurements and instruments for an empirical-based model of ITIL implementation.

A Study of Service Desk Setup in Implementing IT Service Management in Enterprises

Information Technology Service Management (ITSM) provides a framework to provide IT related services and the interaction of IT staff with users, and is often related with the British Government’s Information Technology Infrastructure Library (ITIL). ITIL offers a set of “best practices” for managing IT services and is one of the most widely accepted approaches to IT service management in the world. Recently, more and more enterprises implemented a centralized IT service management model based on the ITIL framework. However, even by adopting ITIL, most of the enterprises didn’t improve their IT service management level. Some factors become the barriers to the success of ITIL and ITSM implementation. In some cases, enterprises paid more attention to IT infrastructure setup and operation but neglect the importance of Service Desk. In this study, we first review ITSM, ITIL and Service Desk. Second, we identify a full function of new Service Desk and how to setup a good Service Desk. Enterprises should take proper measures in building a mature Service Desk to ensure successful implementation of ITSM.

Assessing the Relationship between ITIL Implementation Progress and Firm Size: Evidence from Malaysia

ITIL (Information Technology Infrastructure Library) is a service management framework that is considered as a set of best practices that assist organizations to increase IT service management effectiveness, service delivery and IT governance. ITIL enables technology departments to demonstrate strong IT service management via systematic execution of operations with stringent controls. A questionnaire survey method was utilized to explore the relationship between ITIL implementation progress and firm size, amongst 84 Multimedia Super Corridor (MSC) status firms in Malaysia. The study revealed that ITIL is widely adopted in MSC status firms. ITIL implementation progress was found to be positively associated with firm size, in terms of turnover, total number of employees and total number of IT staff.

The re‐structuring of the information technology infrastructure library (ITIL) implementation using knowledge management framework

PurposeThe purpose of this paper is to provide reinforcement for ITIL V 2.0 implementation process through knowledge management principles embedded in enterprise management‐engineering framework (EMEF).Design/methodology/approachEMEF has been amended to include knowledge management (KM) activities that are imperative for a melioration of ITIL implementation. The framework of four domains has been documented in detail. Additionally, the three major amendments of structure, architecture, and context have been suggested for a configuration management database (CMDB) to comply with KM principles.FindingsThere are strong indications that implementing ITIL by following the system‐thinking approach may add and sustain competitive advantage. This may be achieved through the leveraging of knowledge, improvement of core competencies, and fostering a customer‐consciousness approach. The apprehension of knowledge continuum components, and the differentiation between knowledge types, are critical for fortifying the ITIL process path and supporting the decision‐making process throughout ITIL implementation. The four layers of the integrative management domain will significantly contribute to the tuning of operational misalignment between IT and business, and the betterment of the employee and processes effectiveness. The similarities found between ontology objects and CMDB configuration items will raise CMDB information to a higher level of conceptualization.Originality/valueThis paper will be valuable for ITIL customers, decision makers, and implementers by providing a more complete framework allowing organizations to attain effectiveness, efficiency and innovation throughout ITIL implementation.