ITIL als Common-Practice-Referenzmodell für das IT-Service-Management: Formale Beurteilung und Implikationen für die Praxis
Journal
Wirtschaftsinformatik
ISSN
0937-6429
ISSN-Digital
1861-8936
Type
journal article
Date Issued
2004-10-01
Author(s)
Research Team
IWI4, IIM
Abstract
n the course of increasing customer orientation in the IT sector, IT service management becomes more important. Especially the de facto standard ITIL receives attention of IT management at present. Deficits of the ITIL reference model are often ignored, benefits are only assumed and a lot of misunderstandings exist. Uncertainties, unfulfilled expectations and problems during the accomplishment of ITIL projects are the result. In this context the paper deals with a critical analysis of the ITIL reference model. It fulfils a formal evaluation of the model on the basis of established criteria. On the basis of this evaluation implications for IT management are derived. Findings are derived from four case studies as well as an in-depth analysis of the ITIL documentation itself.
Language
German
Keywords
Integriertes Informationsmanagement
Informationsmanagement
CCIIM
HSG Classification
not classified
Refereed
No
Publisher
Vieweg
Publisher place
Wiesbaden
Volume
46
Number
5
Start page
382
End page
389
Subject(s)
Division(s)
Eprints ID
213485