Towards a framework for understanding adoption, implementation and institutionalization of ITIL

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Towards a framework for understanding adoption, implementation and institutionalization of ITIL

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Title: Towards a framework for understanding adoption, implementation and institutionalization of ITIL
Author: Salling Pedersen, Allan; Bjørn-Andersen, Niels
Abstract: ITIL has been proposed and indeed adopted by many as a framework for solving the problem of IT Service Management. It has been available for organizations for more than 10 years and initial adoption has been high. However, consultancy surveys of ITIL adoption, implementation and institutionalization show that there are only few complete and institutionalized ITIL implementations. This paper presents work in progress on a comprehensive ITIL literature review, focussing on critical success factors and benefits documented in scientific literature about ITIL implementation. Based on this, the paper presents a draft framework aiming at assisting organizations during their decisions regarding ITIL adoption, implementation and institutionalization.
URI: http://hdl.handle.net/10398/8431
Date: 2012-03-21
Notes: Presented at The 2nd Scandinavian Conference on IS & the 34th IRIS Seminar. 16. - 19. Aug. 2011. Turku, Finland.

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