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

Authors

DOI:

https://doi.org/10.17533/udea.redin.n77a15

Keywords:

ITIL, SMEs, implementation sequence, questionnaire, survey, ITSM

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

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Author Biographies

Jose Antonio Calvo-Manzano, Universidad Politécnica de Madrid

Escuela Técnica Superior de Ingenieros Informáticos

Departamento de Lenguajes y Sistemas Informáticos e Ingeniería de Software

Profesor Contratado Doctor

Lohana Lema-Moreta, Universidad Politécnica de Madrid

Escuela Técnica Superior de Ingenieros Informáticos

Departamento de Lenguajes y Sistemas Informáticos e Ingeniería de Software

Magdalena Arcilla-Cobián, Universidad Nacional de Educación a Distancia

Profesora Colaboradora, Departamento de Ingeniería de Software y Sistemas Informáticos

Juan Luis Rubio-Sánchez, Universidad a Distancia de Madrid

Escuela de Ciencias Técnicas e Ingeniería

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Published

2015-12-17

How to Cite

Calvo-Manzano, J. A., Lema-Moreta, L., Arcilla-Cobián, M., & Rubio-Sánchez, J. L. (2015). How small and medium enterprises can begin their implementation of ITIL?. Revista Facultad De Ingeniería Universidad De Antioquia, (77), 127–136. https://doi.org/10.17533/udea.redin.n77a15