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Authors
Advisor(s)
Abstract(s)
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.
Description
Keywords
Resistance to change Information technology infrastructure library - ITIL Information technology service management (ITSM) Configuration management Madeira autonomous region
Citation
Esteves, Rui; Alves, Paulo (2013). Implementation of an information technology infrastructure library process – the resistance to change. In CENTERIS 2013 - Conference on ENTERprise Information Systems. 9, p. 505-510. ISSN 2212-0173
Publisher
Procedia Technology