Utilize este identificador para referenciar este registo: http://hdl.handle.net/10198/9641
Título: Implementation of an information technology infrastructure library process – the resistance to change
Autor: Esteves, Rui
Alves, Paulo
Palavras-chave: Resistance to change
Information technology infrastructure library - ITIL
Information technology service management (ITSM)
Configuration management
Madeira autonomous region
Data: 2013
Editora: Procedia Technology
Citação: 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
Resumo: 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.
Peer review: yes
URI: http://hdl.handle.net/10198/9641
ISSN: 2212-0173
Versão do Editor: http://www.sciencedirect.com/science/article/pii/S2212017313002107
Aparece nas colecções:IC - Artigos em Proceedings Não Indexados ao ISI/Scopus

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