Abstract
The Information Technology Infrastructure Library (ITIL) is becoming more and more important for IT service management in the industrial and administrative sector. Service operation as one of the five ITIL core processes provides guidance for delivery and control of IT services at agreed quality levels. Main purpose of this paper is to contribute to the aspect of industrial practice of ITIL implementation in small and medium-sized enterprises. Therefor a case study of an ITIL service operation implementation is explained and analyzed.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
Similar content being viewed by others
References
Carr, N.G.: IT doesn’t matter. IEEE Engineering Management Review 32(1) (2004)
Kuschke, M.: IT-Servicemanagement - ein Überblick (April 27, 2005), http://www.hitforum.de/itil-itsm.pdf , www.hitforum.de (accessed January 2012)
Schmidtbauer, P.: Industrielle Praxis der ITIL-Einführung am Beispiel von Service Operation Prozessen der Produkt-IT bei der Nordex SE. Universität Rostock, Rostock (2012)
Johannsen, W., Goeken, M.: Referenzmodelle für IT-Governance, 2nd edn. Dpunkt. Verlag, Heidelberg (2011)
Boehmann, T., Krcmar, H.: Grundlagen und Entwicklungstrends im IT-Servicemanagement. In: IT-Service Management. Dpunkt. Verlag, Heidelberg (2004)
Cannon, D., Wheeldon, D.: ITIL Service Operation. The Stationary Office, London (2007)
Bick, M., Boergmann, K.: IT Service Management Support System (IT-S3) - wertorientierte Einführung und Etablierung von IT-Servicemanagement. In: Wertorientiertes IT-Servicemanagement. Dpunkt. Verlag, Heidelberg (2008)
Addy, R.: Effective IT Service Management. Springer, New York (2007)
Krcmar, H.: Informationsmanagement, 4th edn. Springer, Heidelberg (2005)
Office of Government Commerce, The Official Introduction to the ITIL Service Lifecycle, 2007th edn. The Stationery Office, London (2007)
Baxter, P., Jack, S.: Qualitative Case Study Methodology: Study Design and Implementation for Novice Researchers. The Qualitative Report 13(4), 544–559 (2008)
Stake, R.E.: The Art of Case Study Research. Sage Publications, Inc., Thousand Oaks (1995)
Yin, R.K.: Case Study Research: Design and Methods, 4th edn., vol. 5, p. 240. Sage Publications, Inc., Thousand Oaks (2009)
Gerring, J.: Case Study Research - Principles and Practices. Cambridge University Press, New York (2007)
Flyvbjerg, B.: Five Misunderstandings About Case-Study Research. Qualitative Inquiry 12(2), 219–245 (2006)
Abercrombie, N., Hill, S., Turner, B.S.: Dictionary of sociology. Penguin, Harmondsworth (1984)
Taylor, S., Macfarlane, I.: ITIL V3 Small-scale Implementation, 2009th edn. The Stationary Office, London (2009)
Stoller, J.: Adapting ITIL to Small- and Mid-Sized Enterprises. Info-Tech Research Group, London (2006)
Rockhart, J.F.: A Primer on Critical Success Factors. In: Bullen, C.V. (ed.) The Rise of Managerial Computing: The Best of the Center for Information Systems Research. Center for Information Systems Research, Massachusetts Institute of Technology, Cambridge (1981)
Zarnekow, R., Hochstein, A., Brenner, W.: Serviceorientiertes IT-Management, Erstauflage. Springer, Heidelberg (2005)
Tiemeyer, E.: IT-Servicemanagement Kompakt, 1st edn. Spektrum Akademischer Verlag, Heidelberg (2005)
IT Process Maps GbR, “ITIL-Implementierung mit der ITIL-Prozesslandkarte V3 - Ein Projektleitfaden in 10 Schritten.” IT Process Maps GbR, Am Hörnle 7, 87459 Pfronten (2011)
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2013 Springer-Verlag Berlin Heidelberg
About this paper
Cite this paper
Schmidtbauer, P., Sandkuhl, K., Stamer, D. (2013). The Industrial Practice of ITIL Implementation in Medium-Sized Enterprises. In: Abramowicz, W. (eds) Business Information Systems Workshops. BIS 2013. Lecture Notes in Business Information Processing, vol 160. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-41687-3_13
Download citation
DOI: https://doi.org/10.1007/978-3-642-41687-3_13
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-642-41686-6
Online ISBN: 978-3-642-41687-3
eBook Packages: Computer ScienceComputer Science (R0)