Itil Paper

Center for Innovative Management

Program: Course:

Executive MBA APRJ-699; Applied Research Project

Applied Research Project

Implementing ITIL:
Challenges, Critical Success Factors and a Generic Roadmap for ITSM Transformation

Submission Date:

September 30, 2009

Student Name: Dalibor Petrovic Student ID: 2500185 Academic Coach: Mark Alpern

Word Count: 21,189

Abstract
IT Service Management (ITSM) is a new way of managing Information Technology (IT). Instead of focusing on software, hardware or systems, ITSM focuses on customers of IT, and services they receive. This change in focus requires fundamental transformation in the way traditional IT organizations are managed and operate. Over the past two decades, a number of ITSM guidance emerged to help IT organizations though this transformation. The most well known is ITIL, which stands for the Information Technology Infrastructure Library. While ITIL is considered de facto best practice for IT Service Management, many organizations experience significant challenges in successfully adopting ITIL and realizing the value and benefits it promises. This paper analyzes the reasons for these challenges, and proposes a set of critical success factors, a generic ITSM implementation model, and an implementation roadmap. This implementation model and a roadmap can be used by IT organizations that plan to adopt ITSM to better understand the full scope of required activities, ultimately leading to a more successful IT Service Management program efforts, and a smoother, permanent transformation of their IT organizations form ‘technology minders’ to ‘service providers’.

Dalibor Petrovic

Page 2

8/24/2009

Table of Contents

Abstract ............................................................................................................................. 2 1. Introduction................................................................................................................ 4 2.

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