Change search
ReferencesLink to record
Permanent link

Direct link
Guidelines for ITIL Implementation: A Framework for IT Service Management
Jönköping University, Jönköping International Business School, JIBS, Informatics.
Jönköping University, Jönköping International Business School, JIBS, Informatics.
2015 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

Information Technology Infrastructure Library (ITIL) is the most popular andthe influential framework for IT Service Management (ITSM). It is used for ITgovernance, management and control of IT services. It comprises of definedand best practices, developed in 1980’s by British Government Central ComputerTelecommunication Agency. The purpose of this thesis is to present theguidelines to implement ITIL. Available literature on ITIL discusses the importanceof ITIL, its benefits, facilitating and challenging factors associatedwith implementation. But the steps to implement ITIL have so far not beendiscussed. We take the opportunity to explore empirical data from industry andliterature to get to know different strategies and approaches used by IT professionalsfor implementing the ITIL framework.To fulfil the purpose, we stated three research questions: “What are facilitatingfactors for the ITIL Implementation?”, “What are the challenging factors forthe ITIL Implementation?”, and “Based on facilitating factors and barriers,what are the guidelines for a successful ITIL implementation?”. Literature wasreviewed to extract required factors and senior IT professionals from two organisationswere interviewed to get to know what factors had been facilitators and barriers for them. The extracted factors were compiled, grouped and analysedto develop implementation steps. The result of this thesis is a framework developed implementation steps, which any organisation can use as guidelineto adapt ITIL framework. These steps consist of four phases highlighting significantfactors needed for the successful implementation. Among the highlighted factors were top management support, ITIL skills of implementer, resistanceto change, financial support, staff training, process mapping, documentation,project management and governance are the most important factors which influence the implementation process.

Place, publisher, year, edition, pages
2015. , 69 p.
Keyword [en]
ITIL, ITSM, IT Service Management
National Category
Other Computer and Information Science Information Systems
URN: urn:nbn:se:hj:diva-28764ISRN: JU-IHH-IKA-2-20150027OAI: diva2:889387
Subject / course
IHH, Informatics
Available from: 2015-12-28 Created: 2015-12-23 Last updated: 2015-12-28Bibliographically approved

Open Access in DiVA

fulltext(2606 kB)419 downloads
File information
File name FULLTEXT01.pdfFile size 2606 kBChecksum SHA-512
Type fulltextMimetype application/pdf

Search in DiVA

By author/editor
Assad, Muhammad ImranAhmad, Mian Abbas
By organisation
JIBS, Informatics
Other Computer and Information ScienceInformation Systems

Search outside of DiVA

GoogleGoogle Scholar
Total: 419 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

Total: 792 hits
ReferencesLink to record
Permanent link

Direct link