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Transforming IT Service Management – the ITIL Impact

Dimension Value
  • Type of the Research Result
  • Empirical Study
    • Survey Results
  • Current Status of Development
  • Development Completed
    • Economical Utilization not specified
  • Number of Cases
  • 5
  • Functional Area
  • Coordinating Processes
    • Controlling of Product-Service-Systems
    • Management of Values and Culture for Product-Service-Systems
  • Supporting Processes
    • Information Management
  • Company Size
  • Not Specified
  • Lifecycle Phase
  • Pre-Utilization
  • Utilization
  • Types of Customers of Value Bundles
  • Businesses
  • Private Customers
  • Public Administrations
  • Industry Sector
  • Education
  • Public Administration and Defense, Social Insurance
  • Standardization
  • Multinational Standardization
    • Other

Effective  information  technology  service  provision  is  key  to  the  success  of  organisations.  This paper presents results from five Australian organisations that implemented the Information Technology Infrastructure Library (ITIL).  As  a  consequence,  all  these  organisations  have  transformed  their  IT  service  management  to  provide significant  benefits  to  their  organisations,  such  as  more  rigorous  control  of  testing  and  system  changes,  more predictable infrastructure, improved consultation with IT groups within the organisation, reduced server faults, seamless end-to-end service, documented and consistent IT service management processes across the organisation, and consistent logging of incidents. Key success factors for ITIL implementation include effective engagement of the personnel affected, support from senior management and communication of results.

This research result was described by Sanja Tumbas (4. April 2011 - 7:58)
This research result was last edited by Sanja Tumbas (10. July 2011 - 21:27)

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