The purpose of this article is to explore the challenges faced when implementing the information technology infrastructure library (ITIL) framework. An online survey was completed by 169 Latin American companies. Questions focused mainly on the current perceptions and assessment of ITIL benefits. A descriptive statistical analysis approach was employed. Evidence suggests that the main challenges of implementing ITIL are the time devoted by the information technology staff involved in the project, their understanding of ITIL purposes, and the support they receive from senior management. Participants suggested that the existence of a service management office (SMO) could represent a way of addressing these challenges and to more effectively realize ITIL benefits.
Research on service management office (SMO) related with its implementation, challenges, relevance, and outcomes is scarce. The purpose of this case study research is to contribute with the lessons learned from the implementation of an SMO into a big sized company. The lessons include the experience of the company designing and implementing an SMO. A general roadmap and main challenges for the creation of an SMO are presented through the lessons learned of three perspectives: people, processes, and technology. The results in the SMO implementation reveal that it could become a strategic complement for IT services in order to ensure quality, efficiency, and continuous improvement for information technology service management (ITSM). The main changes derived from the SMO implementation were migrate from a function model to a service model, go from management of cost by function to management by service, from an order taker to a focus on business transformation initiatives, from a portfolio management based on applications to a process based on flexible governance.
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