Resource title

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

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Presented at The 2nd Scandinavian Conference on IS & the 34th IRIS Seminar. 16. - 19. Aug. 2011. Turku, Finland. ; ITIL has been proposed and indeed adopted by many as a frameworkfor solving the problem of IT Service Management. It has been available fororganizations for more than 10 years and initial adoption has been high.However, consultancy surveys of ITIL adoption, implementation andinstitutionalization show that there are only few complete and institutionalizedITIL implementations. This paper presents work in progress on acomprehensive ITIL literature review, focussing on critical success factors andbenefits documented in scientific literature about ITIL implementation. Basedon this, the paper presents a draft framework aiming at assisting organizationsduring their decisions regarding ITIL adoption, implementation andinstitutionalization.

Resource author

Allan Salling Pedersen, Niels Bjørn-Andersen

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Resource language

eng

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application/pdf

Resource resource URL

http://hdl.handle.net/10398/8431

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