Abstract
There are reports that show that the main responsible for ITIL implementation project failures is people’s resistance to change [1]. So, in order to improve ITIL adoption success rates, we have to invest in overcoming this particular problem.This work has the goal of reducingresistance rates by creating a framework that uses People CMM practices to overcome real organizational problems faced by organizations throughout their ITIL processes implementation. The first version of the framework is scheduled to be ready in July 2010 and will include the Incident Management process.
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da Silva, R.N., da Silva, M.M., Gama, N. (2010). Using People CMM for Dealing with Resistance on Implementing ITIL. In: Quintela Varajão, J.E., Cruz-Cunha, M.M., Putnik, G.D., Trigo, A. (eds) ENTERprise Information Systems. CENTERIS 2010. Communications in Computer and Information Science, vol 110. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-16419-4_26
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DOI: https://doi.org/10.1007/978-3-642-16419-4_26
Publisher Name: Springer, Berlin, Heidelberg
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