Abstract
Over 90 percent of companies are estimated to use IT Service Management (ITSM) frameworks, yet there is little research on their benefits to the Information Technology (IT) department and the business units. An international survey of 503 firms was conducted to examine the benefits of the IT Infrastructure Library (ITIL), the de-facto ITSM framework, specifically on how these benefits evolve as companies increase their adoption of the ITIL model. Also studied are the perception of challenges of the implementation and the number of ITIL processes implemented in relation to the progress of the adoption of ITIL. Results indicate that as the maturity of implementation increases, the perception of challenges decreases. Findings also show that as the maturity of implementation increases, the number of realized benefits increases, as well as the number of implemented ITIL processes. Implications for practitioners and researchers are also discussed.
| Original language | English |
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| Title of host publication | 18th European Conference on Information Systems, ECIS 2010 |
| Editors | Trish Alexander, Marita Turpin, J. P. Van Deventer |
| Place of Publication | Pretoria, South Africa |
| Publisher | University of Pretoria |
| Pages | 1-12 |
| Number of pages | 12 |
| ISBN (Print) | 9780620471725 |
| Publication status | Published - 2010 |
| Externally published | Yes |
| Event | 18th European Conference on Information Systems, ECIS 2010 - Pretoria, South Africa Duration: 7 Jun 2010 → 9 Jun 2010 |
Other
| Other | 18th European Conference on Information Systems, ECIS 2010 |
|---|---|
| Country/Territory | South Africa |
| City | Pretoria |
| Period | 7/06/10 → 9/06/10 |