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

Villalón, José Antonio Calvo-Manzano; Lema-Moreta, Lohana; Arcilla-Cobián, Magdalena; Rubio-Sánchez, Juan Luis

doi:10.17533/udea.redin.n77a15

Cited by 6 publications

(4 citation statements)

References 10 publications

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“…In some cases, the objective is not to define explicitly a sequence but, rather, address a starting point, which means defining the first process to implement. This is the case in [9,17,19]-where the proposal has empirical basis supported by market analysis. Once more, the first process to implement the proposed is Incident Management, followed by Service Level Management, and Service Catalog Management.…”

mentioning

confidence: 95%

“…There are several studies which make approaches around ITIL implementation and how this implementation should be conducted. These studies consider different points of views [13]: Analysis of success factors [14][15][16] (i.e., the factors that most affect the implementation of the ITIL and may have a great influence on the success of the ITIL implementation); the strategy that should be followed to implement ITIL in [10,17,18], that is the overall steps to follow when implementing ITIL; order of how processes should be implemented [9,19,20] (i.e., the sequence of processes should be followed to implement the ITIL properly to maximize success options); considering the characteristics of the organizations [21], which means to consider the size, age, and other specific parameters that may influence the implementation of the ITIL; and finally, an approach considering other specific topics.…”

Section: Introductionmentioning

confidence: 99%

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How to Optimize the Implementation of ITIL through a Process Ordering Algorithm

Rubio

Arcilla

2019

Applied Sciences

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One of the main points when implementing the Information Technology Infrastructure Library (ITIL) is which order the processes must be implemented. In the systematic literature review (SLR) developed, it is possible to find references about strategies and factors that ease the implementation of the ITIL, static sequences for the processes to be implemented, and recommendations about the first process to implement, but it is rather complicated to find references that explicitly define the order (adapted to a specific company) of the processes to be implemented. Thus, once it is shown that there is no methodology/algorithm providing a sequence of ITIL processes specifically adapted for each company, an algorithm to solve this problem is presented: The algorithm has a deep mathematical basis and returns a sequence of ITIL processes to optimize the efforts during implementation, so the company implementing the ITIL gets the closest to the competitors. The optimization is made considering parameters such as staff, age of the company, IT size, industry, etc. Thus, the sequence proposed is specific for each company. Finally, a comparative of the sequence obtained (from the proposed algorithm) with sequences discovered in the SLR is presented and applied to a real case.

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mentioning

confidence: 95%

Section: Introductionmentioning

confidence: 99%

How to Optimize the Implementation of ITIL through a Process Ordering Algorithm

Rubio

Arcilla

2019

Applied Sciences

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“…The method proposed in this paper returns the best set of tasks or procedures considering a limited set of candidates. The strategy is similar to those followed by other authors (Miller 2017;Calvo-Manzano et al 2015;Pastuszak et al 2012;Marrone et al 2014). In these cases, a small set of IT procedures is taken into account to determine the best sequence.…”

Section: Methodsmentioning

confidence: 96%

Strategic Management of IT Practices in Tourism for Operation and Service Enhancement

Sánchez

Revilla

Olga

2022

Administrative Sciences

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The information technology infrastructure library (ITIL) standard describes processes that should be implemented in Information Technology (IT) departments for proper operations management, which includes human resources management, economic management, and strategic management, among others. This should be especially considered in the business management of industries with no relation to information technologies (IT), such as tourism and hospitality companies. This work aims to present a method to establish the order of adoption of the IT management processes in companies that belong to the tourism industry. We conducted a survey to obtain the necessary data and developed a methodology that is based on an optimization procedure. This procedure generates the optimal sequence of IT tasks to adopt in a generic small company in the tourism industry. The methodology was then applied to a representative tourism company. Through the sequence obtained, it is shown that it is necessary to implement operative processes, and subsequently, strategic processes. A comparative study was developed to find the differences with other authors’ proposals. The most important result we found was the possibility of efficient use of organizations’ information to build an optimized list of IT procedures to improve their administration. The obtained list of processes is specific for each organization, and not dependent on the solutions offered by other authors who proposed a general or underoptimal list of processes.

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“…In other proposals, [18,19], the aim is just to highlight a starting point: The goal is to define the first ITIL process to begin the implementation. The authors offer empirical basis supported by deep market research.…”

mentioning

confidence: 99%

Methodology to Improve Services in Small IT Centers: Application to Educational Centers

Sánchez¹

2021

Computers

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Educational centers (schools, academies, high schools, etc.) are usually small companies, which make them special in terms of management. The management of IT services is far from standard and based in home solutions. The disadvantage of this approach is clear, as it happened during the COVID-19 pandemic period. The solution to properly managing IT services is based on the use of the ITIL (Information Technology Infrastructure Library). The question is how to apply this standard that only defines the processes to implement, but does not describe the way or the order to implement them. In this article it is shown which IT processes are really needed in any educational center and the order in which they should be implemented. The method used consists of fulfilling a knowledge database with extensive information from schools, academies, and other educational centers. After that, an existing optimization model is adopted and a representative learning center is defined, which is used to propose the IT processes sequence; finally, a set of optimal IT processes and the order to implement them is defined. These ordered processes optimize the quality of IT for learning services. The main result is an ordered set of IT processes that best fit the needs of IT departments in small educational centers.

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

Cited by 6 publications

References 10 publications

How to Optimize the Implementation of ITIL through a Process Ordering Algorithm

How to Optimize the Implementation of ITIL through a Process Ordering Algorithm

Strategic Management of IT Practices in Tourism for Operation and Service Enhancement

Methodology to Improve Services in Small IT Centers: Application to Educational Centers

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