Abstract—IT Service Management has become more
sophisticated and more critical to the business success. The
Information Infrastructure Technology Library (ITIL) is the
de facto standard framework for providing guidance to IT
service delivery and support processes. Many organizations are
either implemented or planning to implement ITIL. Despite
many successful case studies many organization were
unsuccessful in implementing ITIL due to many reasons. One
important factor is that some organizations did not recognize
or underestimate the challenges prior to implementation. This
exploratory research focuses on the ITIL challenges prior to
implementation. IT experts from ten case studies have been
interviewed to identify the most reported challenges and the
suggestions to resolve these challenges.
Index Terms—IT Service management, IT infrastructure
library ITIL challenges
The authors are with Zayed University, P. O. Box 19282, Dubai, UAE
(e-mail: basel.almourad@zu.ac.ae, rozita.johari@zu.ac.ae).
[PDF]
Cite: Mohamed B. Al Mourad and Rozita Johari, "Resolution of Challenges That Are Facing Organizations
before ITIL Implementation," International Journal of Future Computer and Communication vol. 3, no. 3, pp. 210-215, 2014.
