CRITICAL SUCCESS FACTORS FOR ITIL BEST PRACTICES USAGE

conference paper

English

The objective of this paper is to find, analyze and summarize the most critical success factors (CSFs) for implementation of ITIL (Information Technology Infrastructure Library) best practices into the managing and delivering ICT services in large companies. The fulfilment of these factors is crucial not only for successful implementation of ITIL into practice, but also for its effective and efficient maintenance in case of ICT services delivery. There are several perspectives which serve to divide CSFs into several groups. Preparation of this group is a secondary objective of this paper. The criteria for group creation are prepared in this paper from the scientific perspectives and they are supported by secondary research in the researching journals and case studies. Also key internal business processes related to the CSFs are mentioned (based on the secondary research). The paper specifies also the way of definition of main metrics and Key Performance indicators (KPIs) related to the founded CSFs. The research methodology used for this paper consists of two chosen approaches. The first approach is to provide a secondary research when academic and business journals and magazines have been used. The information related to CSFs setting up has been searched and after that the method of induction has been used to define CSFs and to split them into the separate groups. The case studies from scientific journals have been also used to support the general conclusion creation as an induction.

ITIL (Information Technology Infrastructure Library), CSF (Critical Success Factors), CFF (Critical failure Factors), IT service, KPI (Key Performance indicators),

NENIČKOVÁ, H.

2011

29. 4. 2011

Brno

978-80-214-4279-5

ECONOMICS AND MANAGEMENT: 2011. 16

n/a

n/a

7