How small and medium enterprises can begin their implementation of ITIL?

Calvo-Manzano Villalón, José Antonio and Lema-Moreta, Lohana and Arcilla-Cobián, Magdalena and Rubio-Sánchez, Juan Luis (2015). How small and medium enterprises can begin their implementation of ITIL?. "Revista Facultad de Ingeniería, Universidad de Antioquia" (n. 77); pp. 127-136. ISSN 0120-6230.

Description

Title: How small and medium enterprises can begin their implementation of ITIL?
Author/s:
  • Calvo-Manzano Villalón, José Antonio
  • Lema-Moreta, Lohana
  • Arcilla-Cobián, Magdalena
  • Rubio-Sánchez, Juan Luis
Item Type: Article
Título de Revista/Publicación: Revista Facultad de Ingeniería, Universidad de Antioquia
Date: September 2015
Subjects:
Freetext Keywords: ITIL; SMEs; Implementation sequence; Questionnaire; Survey; ITSM; PYMEs; Secuencia de implementación; Cuestionario; Encuesta
Faculty: E.T.S. de Ingenieros Informáticos (UPM)
Department: Lenguajes y Sistemas Informáticos e Ingeniería del Software
Creative Commons Licenses: Recognition - No derivative works - Non commercial

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Abstract

Sequencing of Information Technology Infrastructure Library (ITIL) processes related to their order of implementation is one of the pending issues in the ITIL handbooks. Other frameworks and process models related to service management (e.g., COBIT, COSO and CMMI-SVC) are quite well described in the literature and their handbooks. However, the identifi cation of the fi rst process to be implemented has not been deeply analysed in the previous frameworks and models, and it is also a complex question to answer for organizations, especially Small and Medium Enterprises (SMEs). Moreover, SMEs are the organizations that have the largest presence in the world economy; offi cial data of General Business Directory, show that their range of presence in different countries around the world is between 93% and 99%, and the average of employment contribution is around 60%. Consequently, the improvement of information technology service management is of vital importance to accomplish in this type of enterprises. This research has focused on two surveys that aim at helping SMEs to select the ITIL process by which starting the implementation of ITIL. In the fi rst survey, data were gathered through a questionnaire to SMEs registered in the region of Madrid. The second survey obtained data from experts and enterprises in countries as Spain, Ecuador, Chile, Luxembourg, Colombia, Norway, El Salvador, and Venezuela. Finally, the results of both surveys show that the tendency for starting an ITIL implementation in SMEs points to one of the processes included in the Service Operation.

More information

Item ID: 40213
DC Identifier: http://oa.upm.es/40213/
OAI Identifier: oai:oa.upm.es:40213
Official URL: https://aprendeenlinea.udea.edu.co/revistas/index.php/ingenieria/article/viewFile/22090/20966
Deposited by: Memoria Investigacion
Deposited on: 13 May 2016 12:32
Last Modified: 13 May 2016 12:32
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