ITIL and the creation of benefits

An empirical study on benefits, challenges and processes

Mauricio Marrone*, Lutz M. Kolbe

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingConference proceeding contribution

12 Citations (Scopus)

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 languageEnglish
Title of host publication18th European Conference on Information Systems, ECIS 2010
EditorsTrish Alexander, Marita Turpin, J. P. Van Deventer
Place of PublicationPretoria, South Africa
PublisherUniversity of Pretoria
Pages1-12
Number of pages12
ISBN (Print)9780620471725
Publication statusPublished - 2010
Externally publishedYes
Event18th European Conference on Information Systems, ECIS 2010 - Pretoria, South Africa
Duration: 7 Jun 20109 Jun 2010

Other

Other18th European Conference on Information Systems, ECIS 2010
CountrySouth Africa
CityPretoria
Period7/06/109/06/10

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Marrone, M., & Kolbe, L. M. (2010). ITIL and the creation of benefits: An empirical study on benefits, challenges and processes. In T. Alexander, M. Turpin, & J. P. Van Deventer (Eds.), 18th European Conference on Information Systems, ECIS 2010 (pp. 1-12). Pretoria, South Africa: University of Pretoria.