Systematic Approach to Successful Implementation of ITIL | Zendy

Norita Ahmad | Zendy; Zulkifli M. Shamsudin | Zendy

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Systematic Approach to Successful Implementation of ITIL

Author(s) -

Norita Ahmad,

Zulkifli M. Shamsudin

Publication year - 2013

Publication title -

procedia computer science

Language(s) - English

Resource type - Journals

SCImago Journal Rank - 0.334

H-Index - 76

ISSN - 1877-0509

DOI - 10.1016/j.procs.2013.05.032

Subject(s) - information technology infrastructure library , computer science , documentation , it portfolio management , process management , process (computing) , capacity management , financial management for it services , incident management , itil security management , analytic hierarchy process , knowledge management , engineering management , project management , operations research , information technology , systems engineering , computer security , project portfolio management , engineering , cloud computing , computer network , security information and event management , cloud computing security , application portfolio management , information security , security service , network security policy , programming language , operating system

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 CSFs 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

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