Pathology of Organizations Currently Implementing ITIL in Developing Countries

Ghayekhloo, Samira; Sedighi, Mohsen; Nassiri, Ramin; Shabgahi, Gholamreza Latif; Tirkolaei, Hamed Khodadadi

doi:10.1109/iccee.2009.260

Cited by 5 publications

(5 citation statements)

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“…Perusahaan mulai melakukan investasi dalam hal TI untuk mendukung proses bisnis perusahannya. Dalam mengejar keutungan atas investasi dan penggunaan TI dalam bisnis perusahaan, diperlukan pengukuran layanan dengan menyediakan informasi strategis bagi manajer untuk membuat keputusan [1]. Penggunaan sistem TI secara massal dan meningkatnya ketergantungan perusahaan pada sistem ini, menghasilkan kebutuhan akan kualitas, keandalan, dan keamanan yang lebih baik.…”

Section: Pendahuluanunclassified

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Tinjauan Mengenai Potensi Information Technology Infrastructure Library (ITIL) pada Model Layanan Teknologi Informasi di Usaha Kecil Mikro dan Menengah (UMKM)

Hadiana

Putra

Melina

2021

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Penelitian ini melakukan tinjauan pustaka mengenai masalah yang dihadapi Usaha Kecil Mikro dan Menengah (UMKM) ketika mencoba memastikan keselarasannya dengan pedoman Information Technology Infrastructure Library (ITIL). Telah diketahui bahwa UMKM mengalami tantangan yang berbeda dengan yang dialami oleh perusahaan besar, namun tuntutan mereka sama dengan perusahaan besar. Mengingat bahwa mereka memiliki lebih sedikit tenaga kerja dan sumber daya teknologi, mereka harus mengoptimalkan tingkat layanan mereka dan menyesuaikan aktivitas departemen TI mereka dengan kebutuhan perusahaan tanpa berdampak negatif pada komitmen layanan. Dari berbagai literature yang ada, terlihat bahwa ITIL tidak hanya dapat digunakan pada perusahaan besar, namun memiliki potensi untuk berkembang dan diadopsi untuk UMKM. Meskipun pada awalnya diharapkan ada cukup informasi berkenaan dengan bagaimana ITIL berfungsi untuk UMKM, pada kenyataannya adalah tidak banyak publikasi yang relevan yang berhubungan dengan bagaimana ITIL dapat dimanfaatkan pada UMKM. ITIL adalah salah satu kerangka Tata Kelola TI yang menyediakan pendekatan sistematis untuk tata kelola TI. Mengacu pada penelitian ini, penelitian ini didasarkan pada data sekunder. Studi ini difokuskan untuk memahami kerangka kerja ITIL dalam kaitannya dengan tata Kelola TI pada UMKM.

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Section: Pendahuluanunclassified

“…World Bank memberikan klasifikasi UMKM menjadi tiga jenis dengan menggunakan beberapa pendekatan, diantaranya berdasarkan jumlah karyawan, pendapatan dan aset yang dimilikinya. Yaitu, (1). Usaha Mikro: Jumlah karyawan < 10 orang, Pendapatan setahun < $100 ribu, Kepemilikan aset < $100 ribu.…”

Section: Pendahuluanunclassified

Tinjauan Mengenai Potensi Information Technology Infrastructure Library (ITIL) pada Model Layanan Teknologi Informasi di Usaha Kecil Mikro dan Menengah (UMKM)

Hadiana

Putra

Melina

2021

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“…Uma organização dependente dos serviços de TI para continuidade dos seus negócios pode perder de milhares a milhões de dólares de receita por hora de interrupção em um serviço de TI, processos críticos podem ser interrompidos, a imagem e as ações da corporação podem ser danificadas (Magalhães e Brito, 2007;Ghayekhloo et al, 2009). Assim, quanto mais as organizações se tornam dependentes de tecnologia, a necessidade de serviços confiáveis e bem administrados aumenta (Ghayekhloo et al, 2009). A governança de serviços de TI busca evitar a ocorrência de problemas na entrega e operação dos serviços prestados, a fim de que sua qualidade seja percebida por clientes e usuários (Magalhães e Brito, 2007).…”

Section: Melhoria De Processos De Serviços De Tiunclassified

“…Fatores Críticos de Sucesso são áreas chave que precisam dar certo para que o negócio prospere e, se não forem bem realizadas, é improvável que a missão, objetivos ou metas de um negócio ou projeto sejam atingidos (Rockart, 1979apud Pollard e Cater-Steel, 2009. Em contrapartida, Fatores Críticos de Fracasso ou Fatores de Risco podem colocar em risco e resultar na falha da implementação de melhoria de processos de serviços de TI (Ghayekhloo et al, 2009;Wan et al, 2008). Montoni (2010) identificou fatores críticos de sucesso para implementação de processos de software a partir da execução de um mapeamento sistemático da literatura.…”

Section: Introductionunclassified

Fatores Críticos de Sucesso para Melhoria de Processos de Serviços de TI: Um Mapeamento Sistemático

Diirr¹,

Santos²

2013

Anais Do XII Simpósio Brasileiro De Qualidade De Software (SBQS 2013)

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Modelos para maturidade e gestão de serviços de TI orientam a melhoria de processos de gerenciamento de serviços de TI. Abordagens já conhecidas incluem ITIL, COBIT, ISO/IEC 20.000, CMMI-SVC e MR-MPSSV. A implantação desses modelos resulta em benefícios, mas há organizações que enfrentam dificuldades. Este artigo apresenta um mapeamento sistemático da literatura, a fim de identificar fatores críticos de sucesso e de fracasso para a melhoria de processos de serviços de TI. Alguns fatores encontrados foram: estratégia de implementação do projeto; apoio, comprometimento e envolvimento; recursos e processos. Os resultados obtidos foram relacionados utilizando procedimentos da Grounded Theory de forma a facilitar a análise.

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“…These critical success factors are key aspects that must be achieved in order for the business to succeed, and, if not well performed, will make the achievement of the missions and goals unlikely within a business or project (Rockart, 1979 apud Pollard and). Critical failure factors, or risk factors, can put the improvement of the IT service processes at risk, resulting in implementation failure (Ghayekhloo et al 2009;Wan et al 2008).…”

Section: Introductionmentioning

confidence: 99%

Improvement of IT service processes: a study of critical success factors

Diirr

Santos

2014

J Softw Eng Res Dev

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Maturity models and Information Technology (IT) service management models guide the definition and improvement of service management processes. Known approaches include ITIL, COBIT, ISO/IEC 20000, CMMI-SVC, and MR-MPS-SV. The implementation of these models results in benefits such as: increased user and customer satisfaction with IT services; financial savings due to less rework and less time used, and improved resource management and usage; improved decision making and optimized risk; and better alignment based on the business focus. However, some organizations find it difficult to use the models. This paper presents a study in which we identified critical factors for success and failure of the improvement of IT service processes. By doing a systematic mapping study and by snowballing, we were able to identify factors such as: project implementation strategy; support, commitment, and involvement; processes; and internal and external resources. Also, we analyzed our results using grounded theory procedures in order to facilitate their understanding.

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Pathology of Organizations Currently Implementing ITIL in Developing Countries

Cited by 5 publications

References 1 publication

Tinjauan Mengenai Potensi Information Technology Infrastructure Library (ITIL) pada Model Layanan Teknologi Informasi di Usaha Kecil Mikro dan Menengah (UMKM)

Tinjauan Mengenai Potensi Information Technology Infrastructure Library (ITIL) pada Model Layanan Teknologi Informasi di Usaha Kecil Mikro dan Menengah (UMKM)

Fatores Críticos de Sucesso para Melhoria de Processos de Serviços de TI: Um Mapeamento Sistemático

Improvement of IT service processes: a study of critical success factors

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