Systematic Approach to Successful Implementation of ITIL

被引：18

作者：

Ahmad, Norita ^{[1
]}

Shamsudin, Zulkifli M. ^{[2
]}

机构：

[1] Amer Univ Sharjah, Sch Business & Management, POB 26666, Sharjah, U Arab Emirates

[2] Aerief Solut, George Town 13200, Malaysia

来源：

FIRST INTERNATIONAL CONFERENCE ON INFORMATION TECHNOLOGY AND QUANTITATIVE MANAGEMENT | 2013年 / 17卷

关键词：

Information Technology Infrastructure Library; ITIL; Critical Success Factors; Analytical Hierarchy Process; Systematic Approach; ADOPTION;

D O I：

10.1016/j.procs.2013.05.032

中图分类号：

TP [自动化技术、计算机技术];

学科分类号：

0812 ;

摘要：

Information Technology and Infrastructure Library implementation is not well spelled out in documentation and therefore can be very challenging. In this study, a literature review is conducted to identify critical success factors (CSFs) for ITIL, implementation. The CSTs are then used in an improved solution to the decision problem using Analytical Hierarchy Process. In order to validate the proposed model, it was applied to a case study of a company in the United Arab Emirates, where the ITIL implementation project failed. (C) 2013 The Authors. Published by Elsevier B.V.

引用

页码：237 / 244

页数：8

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