کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
491410 719584 2013 6 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
Implementation of an Information Technology Infrastructure Library Process – the Resistance to Change
موضوعات مرتبط
مهندسی و علوم پایه مهندسی کامپیوتر علوم کامپیوتر (عمومی)
پیش نمایش صفحه اول مقاله
Implementation of an Information Technology Infrastructure Library Process – the Resistance to Change
چکیده انگلیسی

This paper presents the preliminary results of an academic research about implementation of an Information Technology Infrastructure Library (ITIL) process conducted in 2012 in a Portuguese public organization named Culture, Tourism and Transport Regional Department of Madeira Autonomous Region. During the process we encountered resistance against ITIL and adversity to change. It is also true that other factors occurred in this project as the change of economic conditions or constrained resources. With this study we can conclude that ITIL is useful for increasing the overall quality of IT services, reduced costs, improved customer satisfaction, improved productivity and delivery, but we found that particularly in the public sector there is a natural resistance to change. This resistance is the most important issue for the deployment of ITIL practices in public sector because the formal and bureaucratic processes are settled in the culture of organizations.

ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Procedia Technology - Volume 9, 2013, Pages 505-510