Die Einführung eines IT Service Managements nach ITIL in der Theorie und Praxis / Julia Hafemann
VerfasserHafemann, Julia
Betreuer / BetreuerinSteinreiber, Christian
ErschienenWien, 30.04.2016
UmfangIX, 103 Seiten
HochschulschriftFachhochschule des BFI Wien, Masterarbeit, 2016
URNurn:nbn:at:at-fhbfiw:1-1462 Persistent Identifier (URN)
 Das Werk ist frei verfügbar
Die Einführung eines IT Service Managements nach ITIL in der Theorie und Praxis [1.81 mb]
Zusammenfassung (Englisch)

Over the last 20 years a reorientation towards service orientation has been noticed throughout all industries and geographical regions. In order to stay competitive, organizations are more and more forced to respond to market changes promptly, which is resolved by aligning the business processes tightly with the IT operational processes. This circumstance leads to the effect that organizations are progressively outsourcing their IT operations to third party specialists with the particular know-how and expertise. Consequently, the competitive environment within the outsourcing industry is increasing and emphasizes the demand for efficient process handling. In order to meet this demand, the Office of Government Commerce developed a Best Practice Model for IT Operations, Support and Governance, called the Information Technology Infrastructure Library (ITIL). Therefore the aim of this thesis is to evaluate how the implementation of ITIL within an organization can be set up as a program and in which sequence the processes of the Best Practice Model should be implemented. The analysis of this topic has been conducted following a theoretical and a practical approach. The empirical part is based on a qualitative research methodology for which five experts with relevant experience and knowledge have been interviewed. The empirical data and theoretical findings have then been compared.As a result, several differences and interferences between theory and empirical evidence can be shown. While most experts agreed with the theory to structure the implementation project in several phases, it became obvious that on average the experts have not used any methods before or during the implementation even though different methodical approaches were already available. Another characteristic of the ITIL implementation includes the reorganization of structures and processes within the organization and aswell the involvement of the employees as they have a great impact on the success of the implementation. This needs to be approached from top down with high management awareness and endorsement in order to be realized successfully.