Challenges in Adopting and Integrating ITIL and CMMi in ICT Division of a Public Utility Company

Latif, Aliza Abdul; Din, Marina Md; Ismail, Rozita

doi:10.1109/iccea.2010.279

Cited by 23 publications

(8 citation statements)

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“…Previous studies on ITSM implementations have dealt with measurements of ITIL implementation projects [13], the success factors of ITSM projects [14], failures of ITIL implementation [15], maturity models of ITIL implementation [16] and integration of ITIL and CMMi [17]. CMMi for Services [18] can be used to assess the maturity of a service provider organization.…”

Section: Introductionmentioning

confidence: 99%

Exploring the Impact of IT Service Management Process Improvement Initiatives: A Case Study Approach

Jäntti

Rout

Wen

et al. 2013

Communications in Computer and Information Science

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Abstract. IT companies worldwide have started to improve their service management processes based on best practice frameworks, such as IT Infrastructure Library (ITIL). However, many of these companies face difficulties in demonstrating the positive outcomes of IT service management (ITSM) process improvement. This has led us to investigate the research problem: What positive impacts have resulted from IT service management process improvement? The main contributions of this paper are 1) to identify the ITSM process improvement outcomes in two IT service provider organizations and 2) provide advice as lessons learnt.

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Section: Introductionmentioning

confidence: 99%

Exploring the Impact of IT Service Management Process Improvement Initiatives: A Case Study Approach

Jäntti

Rout

Wen

et al. 2013

Communications in Computer and Information Science

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“…Barafort, DiRenzo and Merlan [22] have studied the combined use of ISO/IEC 15504 with the Information Technology Infrastructure Library (ITIL). There are also studies that aim at integrating ITSM and CMMI approaches for process improvement [23]. Furthermore, Bin-Abbas and Bakry [24] have presented an integrated IT governance assessment framework based on ITIL [25], COBIT [26], ISO/IEC 20000 service management standard [27] and ISO 38500 corporate IT governance standard [28].…”

Section: Introductionmentioning

confidence: 99%

Defining the relationships between IT service management and IT service governance

Jäntti

Hotti

2015

Inf Technol Manag

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IT service provider organizations need both IT service management (ITSM) and IT service governance (ITSG) to ensure successful service provision for their customers. However, current service science literature has not adequately addressed how these activities differ from each other. Focusing solely on IT service management and ignoring service governance aspects may cause difficulties in measuring the performance of service management, defining and deploying the roles and responsibilities of service management, allocating the resources for right service improvements and adopting the service-oriented process culture. The research problem of this study is: How does IT service management differ from IT service governance? The main contribution of the study is a framework for IT service governance and a roadmap of IT service management frameworks and standards that can be utilized in establishing IT service governance activities. The theory-based framework is validated in an IT service change management case study with five Finnish IT service provider organizations. The results of this study may be used by top management, service directors and the IT service managers of IT service companies to better identify different aspects of IT service management and IT service governance.

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“…Multimodel environments [1][2][3][4][5] are becoming a widely common situation for organizations as discussed in [6][7][8][9] where authors identify a framework basically based on mappings between process models at a high level. Multiple models, regulations, standards, and laws coexist in the same environment generating and adding complexity to products developments, and this is the same case for safety environments.…”

Section: Introductionmentioning

confidence: 99%

An industrial assessment for a multimodel framework

Larrucea

Santamaría

2014

J Software Evolu Process

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Software process improvement (SPI) initiatives are facing complex environments where stakeholders need to integrate different reference models in their organizations. There are several approaches to multimodel environments defining some steps or activities that should be carried out for implementing it efficiently inside organizations. This paper presents a report on the use of a multimodel framework integrating three quality reference models in 47 SPI initiatives. Basically, this report is based on statistical data extracted from industrial assessments. Copyright © 2014 John Wiley & Sons, Ltd.

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Challenges in Adopting and Integrating ITIL and CMMi in ICT Division of a Public Utility Company

Cited by 23 publications

References 0 publications

Exploring the Impact of IT Service Management Process Improvement Initiatives: A Case Study Approach

Exploring the Impact of IT Service Management Process Improvement Initiatives: A Case Study Approach

Defining the relationships between IT service management and IT service governance

An industrial assessment for a multimodel framework

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