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A Maturity Model for Implementing ITIL V3 in Practice

36 citations0/0 files storedIEEE International Enterprise Distributed Object Computing Conference Workshops (EDOCW)

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Information Technology Governance and Strategy Software Engineering Techniques and Practices Information Systems Education and Curriculum Development

Abstract

ITIL is the most popular "best practices" framework for managing Information Technology (IT) services. However, implementing ITIL is not only very difficult but also there are no recommendations and guidelines for it. As a result, ITIL implementations are usually long, expensive and risky. In a previous paper we proposed a maturity model to assess an ITIL implementation and provided a roadmap for improvement based on priorities, dependencies, and guidelines. In this paper, we demonstrate a practical application of the proposed model with a questionnaire to assess the Incident Management and Configuration Management processes as well as the Service Desk Function. We evaluate the questionnaires in 13 assessments in five Portuguese organizations and then implemented a prototype to support the assessments. We finally draw conclusions that could be very useful for organizations that are considering ITIL implementation.

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References

2009Developing Maturity Models for IT Management 2005Understanding the Main Phases of Developing a Maturity Assessment Model 2005ITIL as Common Practice Reference Model for IT Service Management: Formal Assessment and Implications for Practice 2009CMMI for Services, Version 1.2 2006Classifying ITIL Processes; A Taxonomy under Tool Support Aspects 2010A Maturity Model for Implementing ITIL v3 2008Lessons learned in ITIL implementation failure 2006Can ITIL contribute to IT/business alignment? An initial investigation

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2021An IT Service Management Literature Review: Challenges, Benefits, Opportunities and Implementation Practices 2019E-Commerce Service Design Readiness using ITIL framework with IT Balanced Scorecard Objective (Case Study: University E-Commerce)2013An Implementation of ITIL Guidelines for IT Support Process in a Service Organization 2012Towards an Integrated IT Governance and IT Management Framework 2012A literature review

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