نویسندگان
1 دانشجوی دکتری مدیریت فناوری اطلاعات، دانشکده مدیریت و حسابداری، دانشگاه علامه طباطبائی
2 دانشکده مهندسی مکانیک، دانشگاه علم و صنعت ایران
چکیده
امروزه تعداد زیادی از سازمان‌ها جهت بهبود فرایندهای مدیریت خدمات فناوری اطلاعات خود از کتابخانه زیرساخت فناوری اطلاعات استفاده می‌نمایند که دربرگیرنده تجارب موفق در زمینه پیاده‌سازی مدیریت خدمات فناوی اطلاعات می‌باشد. اگرچه بسیاری از سازمان‌ها به استقرار و استفاده از کتابخانه زیرساخت فناوری اطلاعات روی آورده‌اند، اما همه آن‌ها در پیاده‌سازی آن موفق نبوده‌اند. هدف این پژوهش شناسایی عوامل حیاتی موفقیت اجرای کتابخانه زیرساخت فناوری اطلاعات نسخه سوم در سازمان‌ها با استفاده از یک رویکرد ترکیبی می‌باشد. بدین منظور، در ابتدا با مرور پژوهش‌های گذشته، 12 عامل حیاتی موفقیت شناسایی گردیده و سپس از طریق مصاحبه نیمهساختاریافته با خبرگان این حوزه، 10 عامل جدید که در ادبیات موضوع مورد اغفال واقع شده‌اند، استخراج گردید. در ادامه با استفاده از تحلیل عاملی اکتشافی و تأییدی به شناسایی و تأیید عوامل مکنون پرداخته شده است. بر مبنای نتایج حاصل از آن، عوامل سازمانی، انسانی، مدیریتپروژه، مدیریتی و فرایندی به عنوان گروه‌های اصلی عوامل حیاتی موفقیت اجرای کتابخانه زیرساخت فناوری اطلاعات نسخه سوم در ایران شناسایی شده‌اند.
کلیدواژه‌ها
عنوان مقاله [English]
Identification and Classification of ITIL Implementation Critical Success Factors in Iran
نویسندگان [English]
- Mohammad Mehrabioun Mohammadi 1
- Gholamreza Shahriari 2
- Ahad Zare Ravasan 1
1 Department of Industrial Management, AllamehTabataba’i University, Tehran, Iran
2 Department of Mechanical Engineering, Iran University of Science and Technology, Tehran
چکیده [English]
Nowadays, many organizations took Information Technology Infrastructure Library (ITIL) best practices in the field of IT service management to improve their service management related processes. Although, many organizations adopted ITIL, not all ITIL implementations are successful. With this in mind, this paper seeks to identify critical success factors (CSFs) that impact on successful implementation of ITIL V3 in organizations based on a mixed approach. So, at first, with the semi structured interviews and literature reviews, 22 success factors were identified. After that a questionnaire developed and sent to domain experts. Exploratory Factor Analysis (EFA) and Confirmatory Factor Analysis (CFA) have been used for data analysis, which finally classified critical success factors in five groups named as “organizational”, “human”, “project management”, “managerial” and “process centric”. The results of this study have provided a very useful reference for scholars and managers to identify the relevant issues of ITIL projects in Iran
کلیدواژه‌ها [English]
- IT Service
- IT Service Management (ITSM)
- ITSM Frameworks
- Information Technology Infrastructure Library (ITIL)
Ahmad, N., & Shamsudin, Z. M. (2013). Systematic Approach to Successful Implementation of ITIL. Procedia Computer Science, 17, 237-244.
Amid, A., Moalagh, M., & Zare Ravasan, A. (2012). Identification and classification of ERP critical failure factors inIranian industries. Information Systems, 37(3), 227-237.
Axios-Systems. (2008). ITIL Adoption Surges Despite Confusion, Retrieved August 02 2012 from http://www.axiossystems.com/en/news/detail.html/211
Black, J., Draper, C., Lococo, T., Matar, F., & Ward, C. (2007). An integration model for organizing IT service management. IBM Syst. J., 46(3), 405-422.
Cater-Steel, A., Tan, W., & Toleman, M. (2006a). Challenge of adopting multiple process improvement frameworks. Paper presentedat the 14th European Conference on Information Systems, Goteborg, Sweden.
Cater-Steel, A., Toleman, M., & Tan, W. G. (2006b). Transforming IT service management-the ITIL impact. Paper presented at the Proceedings of the 17th Australasian Conference on Information Systems (ACIS 2006).
Costello, A. B., & Osborne, J. W. (2005). Best practices in exploratory factor analysis: Four recommendations for getting the most from your analysis. Practical Assessment, Research & Evaluation, 10(7), 1-9.
De Sousa Pereira,R. F., & da Silva, M. M. (2010). A maturity model for implementing ITIL v3. Paper presented at the Services (SERVICES-1), 2010 6th World Congress on.
Demirkan, H., Kauffman, R. J., Vayghan, J. A., Fill, H.-G., Karagiannis, D., & Maglio, P. P. (2008). Service-oriented technology and management: Perspectives on research and practice for the coming decade. Electronic Commerce Research and Applications, 7(4), 356-376.
Freund, Y. (1988). Planners guide – critical success factors. Planning Review, 4, 20- 23.
Gama, N., Nunes da Silva, R., & Mira da Silva, M. (2011). Using people-CMM for diminishing resistance to ITIL. International Journal of Human Capital and Information Technology Professionals (IJHCITP), 2(3), 29-43.
Hochstein, A., Tamm, G., & Brenner, W. (2005). Service-oriented IT-Management: Benefit, Cost and Success Factors. Paper presented at the 13th European Conference on Information Systems, Regensburg.
Huang, S.-J., Wu, M.-S., & Chen, L.-W. (2012). Critical success factors in aligning IT and business objectives: A Delphi study. Total Quality Management & Business Excellence, 1-22.
Iden, J., & Langeland, L. (2010). Setting the Stage for a Successful ITIL Adoption: A Delphi Study of IT Experts in the Norwegian Armed Forces. Information Systems Management, 27(2), 103-112.
Krzanowski, W. J., & Krzanowski, W. (2000). Principles of multivariate analysis: Oxford University Press Oxford.
Lucio-Nieto, T., Colomo-Palacios, R., Soto-Acosta, P., Popa, S., & Amescua-Seco, A. (2012). Implementing an IT service information management framework: The case of COTEMAR. International Journal of Information Management.
Marrone, M., Kiessling, M., & Kolbe, L. M. (2010). Are we really innovating? An exploratory study on Innovation Management and Service Management. Paper presented at the Management of Innovation and Technology (ICMIT), 2010 IEEE International Conference on.
Marrone, M., &Kolbe, L. M. (2011). Impact of IT Service Management Frameworks on the IT Organization An Empirical Study on Benefits, Challenges, and Processes. Business & Information Systems Engineering, 3(1).
McNaughton, B., Ray, P., & Lewis, L. (2010). Designing an evaluation framework for IT service management. Information & Managemen, 47(2), 219–225.
Mesquida, A. L., Mas, A., Amengual, E., & Calvo-Manzano, J. A. (2011). IT Service Management Process Improvement based on ISO/IEC 15504: A systematic review. Information and Software Technology, 54(3), 239–247.
Pieper, M., & van der Veen, A. (2007).Foundations of IT Service Management: based on ITIL: Van Haren Publishing.
Pollard, C., & Cater-Steel, A. (2009a). Justifications, Strategies, and Critical Success Factors in Successful ITIL Implementations in U.S. and Australian Companies: An Exploratory Study. Information Systems Management, 26(2), 164-175.
Pollard, C., & Cater-Steel, A. (2009b). Justifications, Strategies, and Critical Success Factors in Successful ITIL Implementations in U.S. and Australian Companies: An Exploratory Study. InformationSystems Management, 26(2), 164-175.
Potgieter, B., Botha, J., & Lew, C. (2005). Evidence that use of the ITIL framework is effective. Paper presented at the 18th annual conference of the national advisory committee on computing qualifications, Tauranga.
Rockart, J. F. (1982). The changing role of the information systems executive : a critical success factors perspective. Retrieved from http:// ideas.repec. org/p/mit/sloanp/2010.html
Roses, L. K., Hoppen, N., & Henrique, J. L. (2009). Managementof perceptions of information technology service quality. Journal of Business Research, 62(9), 876-882.
Salle, M. (2004). IT Service Management and IT Governance: Review, Comparative Analysis and their Impact on UtilityComputing”, . Trusted Systems Laboratory, HP Laboratories, Palo Alto, HPL.
Salle, M., & Rosenthal, S. (2005). Formulating and Implementing an HP IT program strategy using CobiT and HP ITSM. Paper presented at the Proceedings of the 38th Hawaii International Conference on System Sciences.
Spremic, M., Zmirak, Z., & Kraljevic, K. (2008). IT and business process performance management: Case study of ITIL implementation in finance service industry. Paper presented at the Information Technology Interfaces, 2008. ITI 2008. 30th International Conference on.
Tan, W.-G., Cater-Steel, A., & Toleman, M. (2009). Implementing IT service management: a case study focussing on critical success factors. Journal of Computer Information Systems, 50(2), 1-12.
Tan, W., Cater-Steel, A., & Toleman, M. (2007). Implementing centralised IT service management: drawing lessons from the public sector. Paper presented at the 18th Australasian Conference on Information Systems, Toowoomba, Australia.
Testa, M. R.&,Sipe, L. (2012). Service-leadership competencies for hospitality and tourism management. International Journal of Hospitality Management, 31(3), 648-658.
Thakor, A. V. (1999). Information technology and financial services consolidation. Journal of Banking & Finance, 23(2–4), 697-700.
Treiblmaier, H., & Filzmoser, P. (2010). Exploratory factor analysis revisited: How robust methods support the detection of hidden multivariate data structures in IS research. Information & Management, 47(4), 197-207.
Van Bon, J., de Jong, A., Kolthof, A., Pieper, M., Tjassing, R., van der Veen, A., & Verheijen, T. (2007). Foundations of IT Service Management: based onITIL: Van Haren Publishing, Zaltbommel, www.vanharen.net.
Winniford, M., Conger, S., & Erickson-Harris, L. (2009). Confusion in the Ranks: IT Service Management Practice and Terminology. Information Systems Management, 2 (6). 153-163.
Zhou, Q., Huang, W., & Zhang, Y. (2011). Identifying critical success factors in emergency management using a fuzzy DEMATEL method. Safety Science, 49(2), 243-252.
Ahmad, N., & Shamsudin, Z. M. (2013). Systematic Approach to Successful Implementation of ITIL. Procedia Computer Science, 17, 237-244.
Amid, A., Moalagh, M., & Zare Ravasan, A. (2012). Identification and classification of ERP critical failure factors inIranian industries. Information Systems, 37(3), 227-237.
Axios-Systems. (2008). ITIL Adoption Surges Despite Confusion, Retrieved August 02 2012 from http://www.axiossystems.com/en/news/detail.html/211
Black, J., Draper, C., Lococo, T., Matar, F., & Ward, C. (2007). An integration model for organizing IT service management. IBM Syst. J., 46(3), 405-422.
Cater-Steel, A., Tan, W., & Toleman, M. (2006a). Challenge of adopting multiple process improvement frameworks. Paper presentedat the 14th European Conference on Information Systems, Goteborg, Sweden.
Cater-Steel, A., Toleman, M., & Tan, W. G. (2006b). Transforming IT service management-the ITIL impact. Paper presented at the Proceedings of the 17th Australasian Conference on Information Systems (ACIS 2006).
Costello, A. B., & Osborne, J. W. (2005). Best practices in exploratory factor analysis: Four recommendations for getting the most from your analysis. Practical Assessment, Research & Evaluation, 10(7), 1-9.
De Sousa Pereira,R. F., & da Silva, M. M. (2010). A maturity model for implementing ITIL v3. Paper presented at the Services (SERVICES-1), 2010 6th World Congress on.
Demirkan, H., Kauffman, R. J., Vayghan, J. A., Fill, H.-G., Karagiannis, D., & Maglio, P. P. (2008). Service-oriented technology and management: Perspectives on research and practice for the coming decade. Electronic Commerce Research and Applications, 7(4), 356-376.
Freund, Y. (1988). Planners guide – critical success factors. Planning Review, 4, 20- 23.
Gama, N., Nunes da Silva, R., & Mira da Silva, M. (2011). Using people-CMM for diminishing resistance to ITIL. International Journal of Human Capital and Information Technology Professionals (IJHCITP), 2(3), 29-43.
Hochstein, A., Tamm, G., & Brenner, W. (2005). Service-oriented IT-Management: Benefit, Cost and Success Factors. Paper presented at the 13th European Conference on Information Systems, Regensburg.
Huang, S.-J., Wu, M.-S., & Chen, L.-W. (2012). Critical success factors in aligning IT and business objectives: A Delphi study. Total Quality Management & Business Excellence, 1-22.
Iden, J., & Langeland, L. (2010). Setting the Stage for a Successful ITIL Adoption: A Delphi Study of IT Experts in the Norwegian Armed Forces. Information Systems Management, 27(2), 103-112.
Krzanowski, W. J., & Krzanowski, W. (2000). Principles of multivariate analysis: Oxford University Press Oxford.
Lucio-Nieto, T., Colomo-Palacios, R., Soto-Acosta, P., Popa, S., & Amescua-Seco, A. (2012). Implementing an IT service information management framework: The case of COTEMAR. International Journal of Information Management.
Marrone, M., Kiessling, M., & Kolbe, L. M. (2010). Are we really innovating? An exploratory study on Innovation Management and Service Management. Paper presented at the Management of Innovation and Technology (ICMIT), 2010 IEEE International Conference on.
Marrone, M., &Kolbe, L. M. (2011). Impact of IT Service Management Frameworks on the IT Organization An Empirical Study on Benefits, Challenges, and Processes. Business & Information Systems Engineering, 3(1).
McNaughton, B., Ray, P., & Lewis, L. (2010). Designing an evaluation framework for IT service management. Information & Managemen, 47(2), 219–225.
Mesquida, A. L., Mas, A., Amengual, E., & Calvo-Manzano, J. A. (2011). IT Service Management Process Improvement based on ISO/IEC 15504: A systematic review. Information and Software Technology, 54(3), 239–247.
Pieper, M., & van der Veen, A. (2007).Foundations of IT Service Management: based on ITIL: Van Haren Publishing.
Pollard, C., & Cater-Steel, A. (2009a). Justifications, Strategies, and Critical Success Factors in Successful ITIL Implementations in U.S. and Australian Companies: An Exploratory Study. Information Systems Management, 26(2), 164-175.
Pollard, C., & Cater-Steel, A. (2009b). Justifications, Strategies, and Critical Success Factors in Successful ITIL Implementations in U.S. and Australian Companies: An Exploratory Study. InformationSystems Management, 26(2), 164-175.
Potgieter, B., Botha, J., & Lew, C. (2005). Evidence that use of the ITIL framework is effective. Paper presented at the 18th annual conference of the national advisory committee on computing qualifications, Tauranga.
Rockart, J. F. (1982). The changing role of the information systems executive : a critical success factors perspective. Retrieved from http:// ideas.repec. org/p/mit/sloanp/2010.html
Roses, L. K., Hoppen, N., & Henrique, J. L. (2009). Managementof perceptions of information technology service quality. Journal of Business Research, 62(9), 876-882.
Salle, M. (2004). IT Service Management and IT Governance: Review, Comparative Analysis and their Impact on UtilityComputing”, . Trusted Systems Laboratory, HP Laboratories, Palo Alto, HPL.
Salle, M., & Rosenthal, S. (2005). Formulating and Implementing an HP IT program strategy using CobiT and HP ITSM. Paper presented at the Proceedings of the 38th Hawaii International Conference on System Sciences.
Spremic, M., Zmirak, Z., & Kraljevic, K. (2008). IT and business process performance management: Case study of ITIL implementation in finance service industry. Paper presented at the Information Technology Interfaces, 2008. ITI 2008. 30th International Conference on.
Tan, W.-G., Cater-Steel, A., & Toleman, M. (2009). Implementing IT service management: a case study focussing on critical success factors. Journal of Computer Information Systems, 50(2), 1-12.
Tan, W., Cater-Steel, A., & Toleman, M. (2007). Implementing centralised IT service management: drawing lessons from the public sector. Paper presented at the 18th Australasian Conference on Information Systems, Toowoomba, Australia.
Testa, M. R.&,Sipe, L. (2012). Service-leadership competencies for hospitality and tourism management. International Journal of Hospitality Management, 31(3), 648-658.
Thakor, A. V. (1999). Information technology and financial services consolidation. Journal of Banking & Finance, 23(2–4), 697-700.
Treiblmaier, H., & Filzmoser, P. (2010). Exploratory factor analysis revisited: How robust methods support the detection of hidden multivariate data structures in IS research. Information & Management, 47(4), 197-207.
Van Bon, J., de Jong, A., Kolthof, A., Pieper, M., Tjassing, R., van der Veen, A., & Verheijen, T. (2007). Foundations of IT Service Management: based onITIL: Van Haren Publishing, Zaltbommel, www.vanharen.net.
Winniford, M., Conger, S., & Erickson-Harris, L. (2009). Confusion in the Ranks: IT Service Management Practice and Terminology. Information Systems Management, 2 (6). 153-163.
Zhou, Q., Huang, W., & Zhang, Y. (2011). Identifying critical success factors in emergency management using a fuzzy DEMATEL method. Safety Science, 49(2), 243-252.
Ahmad, N., & Shamsudin, Z. M. (2013). Systematic Approach to Successful Implementation of ITIL. Procedia Computer Science, 17, 237-244.
Amid, A., Moalagh, M., & Zare Ravasan, A. (2012). Identification and classification of ERP critical failure factors inIranian industries. Information Systems, 37(3), 227-237.
Axios-Systems. (2008). ITIL Adoption Surges Despite Confusion, Retrieved August 02 2012 from http://www.axiossystems.com/en/news/detail.html/211
Black, J., Draper, C., Lococo, T., Matar, F., & Ward, C. (2007). An integration model for organizing IT service management. IBM Syst. J., 46(3), 405-422.
Cater-Steel, A., Tan, W., & Toleman, M. (2006a). Challenge of adopting multiple process improvement frameworks. Paper presentedat the 14th European Conference on Information Systems, Goteborg, Sweden.
Cater-Steel, A., Toleman, M., & Tan, W. G. (2006b). Transforming IT service management-the ITIL impact. Paper presented at the Proceedings of the 17th Australasian Conference on Information Systems (ACIS 2006).
Costello, A. B., & Osborne, J. W. (2005). Best practices in exploratory factor analysis: Four recommendations for getting the most from your analysis. Practical Assessment, Research & Evaluation, 10(7), 1-9.
De Sousa Pereira,R. F., & da Silva, M. M. (2010). A maturity model for implementing ITIL v3. Paper presented at the Services (SERVICES-1), 2010 6th World Congress on.
Demirkan, H., Kauffman, R. J., Vayghan, J. A., Fill, H.-G., Karagiannis, D., & Maglio, P. P. (2008). Service-oriented technology and management: Perspectives on research and practice for the coming decade. Electronic Commerce Research and Applications, 7(4), 356-376.
Freund, Y. (1988). Planners guide – critical success factors. Planning Review, 4, 20- 23.
Gama, N., Nunes da Silva, R., & Mira da Silva, M. (2011). Using people-CMM for diminishing resistance to ITIL. International Journal of Human Capital and Information Technology Professionals (IJHCITP), 2(3), 29-43.
Hochstein, A., Tamm, G., & Brenner, W. (2005). Service-oriented IT-Management: Benefit, Cost and Success Factors. Paper presented at the 13th European Conference on Information Systems, Regensburg.
Huang, S.-J., Wu, M.-S., & Chen, L.-W. (2012). Critical success factors in aligning IT and business objectives: A Delphi study. Total Quality Management & Business Excellence, 1-22.
Iden, J., & Langeland, L. (2010). Setting the Stage for a Successful ITIL Adoption: A Delphi Study of IT Experts in the Norwegian Armed Forces. Information Systems Management, 27(2), 103-112.
Krzanowski, W. J., & Krzanowski, W. (2000). Principles of multivariate analysis: Oxford University Press Oxford.
Lucio-Nieto, T., Colomo-Palacios, R., Soto-Acosta, P., Popa, S., & Amescua-Seco, A. (2012). Implementing an IT service information management framework: The case of COTEMAR. International Journal of Information Management.
Marrone, M., Kiessling, M., & Kolbe, L. M. (2010). Are we really innovating? An exploratory study on Innovation Management and Service Management. Paper presented at the Management of Innovation and Technology (ICMIT), 2010 IEEE International Conference on.
Marrone, M., &Kolbe, L. M. (2011). Impact of IT Service Management Frameworks on the IT Organization An Empirical Study on Benefits, Challenges, and Processes. Business & Information Systems Engineering, 3(1).
McNaughton, B., Ray, P., & Lewis, L. (2010). Designing an evaluation framework for IT service management. Information & Managemen, 47(2), 219–225.
Mesquida, A. L., Mas, A., Amengual, E., & Calvo-Manzano, J. A. (2011). IT Service Management Process Improvement based on ISO/IEC 15504: A systematic review. Information and Software Technology, 54(3), 239–247.
Pieper, M., & van der Veen, A. (2007).Foundations of IT Service Management: based on ITIL: Van Haren Publishing.
Pollard, C., & Cater-Steel, A. (2009a). Justifications, Strategies, and Critical Success Factors in Successful ITIL Implementations in U.S. and Australian Companies: An Exploratory Study. Information Systems Management, 26(2), 164-175.
Pollard, C., & Cater-Steel, A. (2009b). Justifications, Strategies, and Critical Success Factors in Successful ITIL Implementations in U.S. and Australian Companies: An Exploratory Study. InformationSystems Management, 26(2), 164-175.
Potgieter, B., Botha, J., & Lew, C. (2005). Evidence that use of the ITIL framework is effective. Paper presented at the 18th annual conference of the national advisory committee on computing qualifications, Tauranga.
Rockart, J. F. (1982). The changing role of the information systems executive : a critical success factors perspective. Retrieved from http:// ideas.repec. org/p/mit/sloanp/2010.html
Roses, L. K., Hoppen, N., & Henrique, J. L. (2009). Managementof perceptions of information technology service quality. Journal of Business Research, 62(9), 876-882.
Salle, M. (2004). IT Service Management and IT Governance: Review, Comparative Analysis and their Impact on UtilityComputing”, . Trusted Systems Laboratory, HP Laboratories, Palo Alto, HPL.
Salle, M., & Rosenthal, S. (2005). Formulating and Implementing an HP IT program strategy using CobiT and HP ITSM. Paper presented at the Proceedings of the 38th Hawaii International Conference on System Sciences.
Spremic, M., Zmirak, Z., & Kraljevic, K. (2008). IT and business process performance management: Case study of ITIL implementation in finance service industry. Paper presented at the Information Technology Interfaces, 2008. ITI 2008. 30th International Conference on.
Tan, W.-G., Cater-Steel, A., & Toleman, M. (2009). Implementing IT service management: a case study focussing on critical success factors. Journal of Computer Information Systems, 50(2), 1-12.
Tan, W., Cater-Steel, A., & Toleman, M. (2007). Implementing centralised IT service management: drawing lessons from the public sector. Paper presented at the 18th Australasian Conference on Information Systems, Toowoomba, Australia.
Testa, M. R.&,Sipe, L. (2012). Service-leadership competencies for hospitality and tourism management. International Journal of Hospitality Management, 31(3), 648-658.
Thakor, A. V. (1999). Information technology and financial services consolidation. Journal of Banking & Finance, 23(2–4), 697-700.
Treiblmaier, H., & Filzmoser, P. (2010). Exploratory factor analysis revisited: How robust methods support the detection of hidden multivariate data structures in IS research. Information & Management, 47(4), 197-207.
Van Bon, J., de Jong, A., Kolthof, A., Pieper, M., Tjassing, R., van der Veen, A., & Verheijen, T. (2007). Foundations of IT Service Management: based onITIL: Van Haren Publishing, Zaltbommel, www.vanharen.net.
Winniford, M., Conger, S., & Erickson-Harris, L. (2009). Confusion in the Ranks: IT Service Management Practice and Terminology. Information Systems Management, 2 (6). 153-163.
Zhou, Q., Huang, W., & Zhang, Y. (2011). Identifying critical success factors in emergency management using a fuzzy DEMATEL method. Safety Science, 49(2), 243-252.
Ahmad, N., & Shamsudin, Z. M. (2013). Systematic Approach to Successful Implementation of ITIL. Procedia Computer Science, 17, 237-244.
Amid, A., Moalagh, M., & Zare Ravasan, A. (2012). Identification and classification of ERP critical failure factors inIranian industries. Information Systems, 37(3), 227-237.
Axios-Systems. (2008). ITIL Adoption Surges Despite Confusion, Retrieved August 02 2012 from http://www.axiossystems.com/en/news/detail.html/211
Black, J., Draper, C., Lococo, T., Matar, F., & Ward, C. (2007). An integration model for organizing IT service management. IBM Syst. J., 46(3), 405-422.
Cater-Steel, A., Tan, W., & Toleman, M. (2006a). Challenge of adopting multiple process improvement frameworks. Paper presentedat the 14th European Conference on Information Systems, Goteborg, Sweden.
Cater-Steel, A., Toleman, M., & Tan, W. G. (2006b). Transforming IT service management-the ITIL impact. Paper presented at the Proceedings of the 17th Australasian Conference on Information Systems (ACIS 2006).
Costello, A. B., & Osborne, J. W. (2005). Best practices in exploratory factor analysis: Four recommendations for getting the most from your analysis. Practical Assessment, Research & Evaluation, 10(7), 1-9.
De Sousa Pereira,R. F., & da Silva, M. M. (2010). A maturity model for implementing ITIL v3. Paper presented at the Services (SERVICES-1), 2010 6th World Congress on.
Demirkan, H., Kauffman, R. J., Vayghan, J. A., Fill, H.-G., Karagiannis, D., & Maglio, P. P. (2008). Service-oriented technology and management: Perspectives on research and practice for the coming decade. Electronic Commerce Research and Applications, 7(4), 356-376.
Freund, Y. (1988). Planners guide – critical success factors. Planning Review, 4, 20- 23.
Gama, N., Nunes da Silva, R., & Mira da Silva, M. (2011). Using people-CMM for diminishing resistance to ITIL. International Journal of Human Capital and Information Technology Professionals (IJHCITP), 2(3), 29-43.
Hochstein, A., Tamm, G., & Brenner, W. (2005). Service-oriented IT-Management: Benefit, Cost and Success Factors. Paper presented at the 13th European Conference on Information Systems, Regensburg.
Huang, S.-J., Wu, M.-S., & Chen, L.-W. (2012). Critical success factors in aligning IT and business objectives: A Delphi study. Total Quality Management & Business Excellence, 1-22.
Iden, J., & Langeland, L. (2010). Setting the Stage for a Successful ITIL Adoption: A Delphi Study of IT Experts in the Norwegian Armed Forces. Information Systems Management, 27(2), 103-112.
Krzanowski, W. J., & Krzanowski, W. (2000). Principles of multivariate analysis: Oxford University Press Oxford.
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