Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Ramverket ITIL: En studie av viktiga aspekter vid implementationen
2018 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesisAlternative title
ITIL framework : A study of key aspects of implementation (English)
Abstract [en]

Technical developments are increasing at an accelerated rate, which means that IT service providers must focus on customer relationships and the quality of services they provide in the same way they handle their strategic features and processes. The management of IT services is often related to IT Service Management (ITSM) that helps IT organizations become more adaptable, flexible, cost-effective and service-oriented. ITIL is the most accepted and used process reference model within ITSM. However, many organizations experience difficulties in implementing the framework. Much of ITIL's research is about understanding, identifying and determining which factors have the greatest impact on a successful implementation. Previous research shows that there are three key aspects that all success factors fall within: senior management involvement, organizational commitment and group efficiency. Much of the research, however, has a qualitative character and takes the form of case studies, which are limited in their contributions. However, several case studies combined together can contribute to an increased understanding in the field because they can confirm or contradict other studies.

This study aims to explore whether and, if so, how the above-mentioned aspects have influenced an ITIL implementation on a medium-sized IT company. The method used was a qualitative method that took the form of a case study and with semi-structured interviews, it revealed that all aspects affected the implementation in different ways and that there was an interaction between them. The senior management involvement influenced the implementation process by providing the project group with support in the form of necessary resources, enabling implementation. The management's absence also affected the implementation process, more specifically its scope, which made process use being limited to only one specific customer at the beginning, but also the use of inappropriate tools for the implemented processes. Group efficiency had influenced the implementation process, with an emphasis on understanding why the changing work methods results in better structure. This understanding was valued higher than the "traditional hard education", but also experience and knowledge in the field of work where the process acts, was considered a contributing factor. Understanding that change in work methods leads to better structure established an organizational commitment. This research contributes with increased knowledge of implementation factors in ITIL.

Place, publisher, year, edition, pages
2018.
Keywords [sv]
ITIL, critical success factors, senior management involvement, organizational commitment, group efficiency
National Category
Information Systems
Identifiers
URN: urn:nbn:se:hb:diva-21024OAI: oai:DiVA.org:hb-21024DiVA, id: diva2:1316569
Subject / course
Informatics
Available from: 2019-05-24 Created: 2019-05-20 Last updated: 2019-05-24Bibliographically approved

Open Access in DiVA

fulltext(562 kB)6 downloads
File information
File name FULLTEXT01.pdfFile size 562 kBChecksum SHA-512
80046d9ad37441f2e042b0f76ac37bccfb0244ad476d46292c8349e3f5bd39c5d820222047fd0bce9c3f976a6880410b17ad4e800d28c3efd479519cd3bbd79d
Type fulltextMimetype application/pdf

Information Systems

Search outside of DiVA

GoogleGoogle Scholar
Total: 6 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

urn-nbn

Altmetric score

urn-nbn
Total: 17 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf