Resolution of Challenges That Are Facing Organizations before ITIL Implementation

Mourad, Mohamed B. Al; Johari, Rozita

doi:10.7763/ijfcc.2014.v3.298

Cited by 9 publications

(6 citation statements)

References 7 publications

(12 reference statements)

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“…The scope of our research includes these five processes and the service desk function. In using the ITIL framework, it is important that each organization adapt these ITIL processes and functions to meet its specific IT service objectives (Al Mourad & Johari, 2014).…”

Section: The Role Of Service Operation Within It Managementmentioning

confidence: 99%

Proactive Management of IT Operations to Improve IT Services

Jäntti

Cater-Steel

2017

JISTEM

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IT Service Operations is a high priority improvement target for IT service providers because it is critical for business operations and involves daily interaction with customers, thus directly effecting customer satisfaction. An action research project involving three organizations explored current IT service operation activities and challenges and initiated projects to improve service operation at each organization. The findings indicate that the major challenges include reactive rather than proactive approach to IT operations management, measurement and reporting, classification of incidents, management of customer feedback, and interfaces between IT service operation processes. Recommendations are formulated to help IT service managers and theoretical contributions are provided.

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Section: The Role Of Service Operation Within It Managementmentioning

confidence: 99%

Proactive Management of IT Operations to Improve IT Services

Jäntti

Cater-Steel

2017

JISTEM

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“…Figure 2 shows the five phases of this were: "Service Strategy," "Service Design," "Service Transition,", and "Continual Service Implementation." The advantage of this new version has been said to be that it "provides a framework for IT governance and proscribed best practice in IT service management" [8]. "Service strategy" Service strategy provides the guidance that enables an organisation to define business strategy and is supported by IT strategy effectively through some key activities such as defining the market.…”

Section: B Implementation Of Itilmentioning

confidence: 99%

“…"Service transition" Reference [8] explain that this "provides the guidance for the improvement of capacities, to transfer new and changed services into operations" through recognising the service requirements in service design to be effective and achieved in a service operation, and to control failure risks and disruptions. "Service operation" Service operation manages the services currently utilised by a business, focuses on the practices in service management, and ensures that the delivery of services to the customer by the service provider are achieved effectively.…”

Section: B Implementation Of Itilmentioning

confidence: 99%

“…"Service design" According to [8], this "provides guidance for the planning and architecting services that fall within a business"s strategy." "Service transition" Reference [8] explain that this "provides the guidance for the improvement of capacities, to transfer new and changed services into operations" through recognising the service requirements in service design to be effective and achieved in a service operation, and to control failure risks and disruptions.…”

Section: B Implementation Of Itilmentioning

confidence: 99%

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Critical Success Factors In Implementing ITIL in the Ministry of Education in Saudi Arabia: An Exploratory Study

Alqahtani¹

2017

ijacsa

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Abstract-This paper engages with the ITIL framework for IT service delivery within the specific context of the Ministry of Education in the Kingdom of Saudi Arabia (KSA). A literature review process is used to develop a critical success factors (CSFs) for the implementation of the ITIL framework in an organisation, based on a series of models like TAM and UTAUT, and then put into an overall conceptual model of use behaviour towards ITIL described by [1]. The conceptual model is then deployed in the field through a series of interviews with IT professionals within the Ministry of Education in the KSA. The interviews are semi-structured, and were intended to draw out the corresponding factors for success and the factors that have hindered the implementation of ITIL within this organisation. The data confirm the view of the literature that strong leadership and management involvement is essential both as a success factor in its own right, and as the means by which other success factors are enabled. The findings of paper make two observations. First, the literature sets out a series of quite precise success factors that relate to project management, communication, and quality control. The data presented in this research project demonstrate that in practice it is hard to make clear all of these factors to such a level of detail within the Ministry of Education in Saudi. Second, the implementation of ITIL is more reflexive than the literature and the conceptual model would initially demonstrate.

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“…Furthermore, ITIL is chosen by its acceptance. Indeed ITIL is the most widely adopted approach for IT (Mourad and Johari, 2014), with an acceptance of 28% followed by COBIT with 12,9% (ISACA, 2011).…”

Section: Itilmentioning

confidence: 99%

An Evaluation of the Challenges of Multilingualism in Data Warehouse Development

Dediź

Stanier

2016

Proceedings of the 18th International Conference on Enterprise Information Systems

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ICEIS 2016 received 257 paper submissions from 42 countries in all continents, which makes it one of the largest conferences in the World in the area of Information Systems, thus demonstrating the success and global dimension of this conference. From these, 42 papers were selected for publication and presentation at the Conference as full papers. These numbers, leading to a full-paper acceptance ratio of 16%, show the intention of preserving a high quality forum for this conference, a quality that we intend to maintain in the future, for the next editions of this conference.The high number and high quality of the received papers imposed difficult choices in the selection process. To evaluate each submission, a double blind paper review was performed by the Program Committee, whose members are highly qualified researchers in ICEIS topic areas.All presented papers will be available at the SCITEPRESS Digital Library and will be submitted for indexation by Thomson Reuters Conference Proceedings Citation Index (ISI), INSPEC, DBLP, EI (Elsevier Index) and Scopus.Additionally, a short list of presented papers will be selected to be expanded into a forthcoming book of ICEIS 2016 Selected Papers to be published by Springer in the LNBIP Series.The technical program of the conference included a panel and 4 invited talks delivered by internationally distinguished speakers, namely: Claudia Loebbecke (University of Cologne, Germany), Sergio Gusmeroli (TXT e-solutions SPA, Italy), Wil Van Der Aalst (Technische Universiteit Eindhoven, Netherlands) and Jan Vom Brocke (University of Liechtenstein, Liechtenstein). Their participation positively contributes to reinforce the overall quality of the Conference and to provide a deeper understanding of the fields addressed by the conference.Moreover, ICEIS 2016 had a Doctoral Consortium on Enterprise Information Systems and 1 tutorial. We are thankful to the Conference Co-chairs (Olivier Camp and José Cordeiro) and Program Co-chairs (Slimane Hammoudi, Leszek Maciaszek and Michele M. Missikoff) for their dedication and hard work in organizing these events.We sincerely thank all the authors for their submissions and participation in ICEIS 2016. Furthermore, we would like to thank all the members of the program committee and reviewers, who helped us with their expertise, dedication and time. We would also like to thank the invited speakers for their excellent contribution in sharing their knowledge and vision and the workshop/special session chairs whose collaboration with ICEIS 2015 was much appreciated. Finally, we gratefully acknowledge the professional support of the ICEIS 2016 team for all organizational processes. XIIIWe hope that all colleagues find this a fruitful and inspiring conference. We hope to contribute to the development of the Enterprise Information Systems community and look forward to having additional research results presented at the next edition of ICEIS, details of which are available at http://www.iceis.org. Slimane Hammoudi University of Cologne, GermanyAbstract:...

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Resolution of Challenges That Are Facing Organizations before ITIL Implementation

Cited by 9 publications

References 7 publications

Proactive Management of IT Operations to Improve IT Services

Proactive Management of IT Operations to Improve IT Services

Critical Success Factors In Implementing ITIL in the Ministry of Education in Saudi Arabia: An Exploratory Study

An Evaluation of the Challenges of Multilingualism in Data Warehouse Development

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