Developing an Assessment Tool of ITIL Implementation in Small Scale Environments
Journal Title: International Journal of Advanced Computer Science & Applications - Year 2017, Vol 8, Issue 9
Abstract
Considering the problematic of IT Service Management (ITSM) frameworks Implementation in SMEs, among the various frameworks available for companies to manage their IT services, ITIL is recognized as the most structured and effective framework. Nevertheless, ITIL has been criticized for not been appropriate for small scale enterprises. This paper provided a practical tool formally developed according to Design Science Research (DSR) approach, it aimed to find out the key factors that affect ITIL implementation success in SMEs, the objective was to eliminate the misunderstanding of the IT service management model’s implementation purpose. It determines various Critical Success Factors (CSFs) of ITIL implementation, the weight of each CSF is calculated with Analytical Hierarchy Process (AHP) and the evaluation was executed in a Moroccan SME. Therefore, it provides an evaluation method in order to help researchers and managers to determine the issues related to local culture of SMEs while adopting ITIL Framework. Results show that the top management support is the most important factor for Moroccan SMEs. It is found that an approach for determining ITIL processes implementation sequencing order need to be developed in order to achieve quick wins.
Authors and Affiliations
Abir EL YAMAMI, Souad AHRIZ, Khalifa MANSOURI, Mohammed QBADOU, Elhossein ILLOUSSAMEN
Keywords
Related Articles
- EP ID EP260737
- DOI 10.14569/IJACSA.2017.080926
- Views 127
- Downloads 0
A Method for Implementing Probabilistic Entity Resolution
Deterministic and probabilistic are two approaches to matching commonly used in Entity Resolution (ER) systems. While many users are familiar with writing and using Boolean rules for deterministic matching, fewer are as...
Using Social Signal of Hesitation in Multimedia Content Retrieval
This paper presents the graphical analysis of selection traces in matrix-factorization space of multimedia items. A trace consists of links (lines) between points that present a selected item during interaction between u...
Developing A Model for Predicting the Speech Intelligibility of South Korean Children with Cochlear Implantation using a Random Forest Algorithm
The random forest technique, a tree-based study model, predicts the results by using random decision trees based on the bootstrap technique. Therefore, it has a high prediction power and fewer errors, which are advantage...
Towards a Service-Based Framework for Environmental Data Processing
Scientists are confronted with significant data management problems due to the huge volume and high complexity of environmental data. An important aspect of environmental data management is that data, needed for a proces...
Hearing Aid Method by Equalizing Frequency Response of Phoneme Extracted from Human Voice
Hearing aid method by equalizing frequency response of phoneme which is extracted from human voice is proposed. One of the problems of the existing hearing aid is poor customization of the frequency response compensation...