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Exploring ITIL® Implementation Challenges in Latin American Companies

Exploring ITIL® Implementation Challenges in Latin American Companies

Teresa Lucio-Nieto, Dora Luz González-Bañales
Copyright: © 2019 |Volume: 12 |Issue: 1 |Pages: 14
ISSN: 1935-570X|EISSN: 1935-5718|EISBN13: 9781522564683|DOI: 10.4018/IJITSA.2019010105
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MLA

Lucio-Nieto, Teresa, and Dora Luz González-Bañales. "Exploring ITIL® Implementation Challenges in Latin American Companies." IJITSA vol.12, no.1 2019: pp.73-86. http://doi.org/10.4018/IJITSA.2019010105

APA

Lucio-Nieto, T. & González-Bañales, D. L. (2019). Exploring ITIL® Implementation Challenges in Latin American Companies. International Journal of Information Technologies and Systems Approach (IJITSA), 12(1), 73-86. http://doi.org/10.4018/IJITSA.2019010105

Chicago

Lucio-Nieto, Teresa, and Dora Luz González-Bañales. "Exploring ITIL® Implementation Challenges in Latin American Companies," International Journal of Information Technologies and Systems Approach (IJITSA) 12, no.1: 73-86. http://doi.org/10.4018/IJITSA.2019010105

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Abstract

The purpose of this article is to explore the challenges faced when implementing the information technology infrastructure library (ITIL) framework. An online survey was completed by 169 Latin American companies. Questions focused mainly on the current perceptions and assessment of ITIL benefits. A descriptive statistical analysis approach was employed. Evidence suggests that the main challenges of implementing ITIL are the time devoted by the information technology staff involved in the project, their understanding of ITIL purposes, and the support they receive from senior management. Participants suggested that the existence of a service management office (SMO) could represent a way of addressing these challenges and to more effectively realize ITIL benefits.

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