Maturity models and Information Technology (IT) service management models\nguide the definition and improvement of service management processes. Known\napproaches include ITIL, COBIT, ISO/IEC 20000, CMMI-SVC, and MR-MPS-SV. The\nimplementation of these models results in benefits such as: increased user and\ncustomer satisfaction with IT services; financial savings due to less rework and less\ntime used, and improved resource management and usage; improved decision\nmaking and optimized risk; and better alignment based on the business focus.\nHowever, some organizations find it difficult to use the models. This paper presents\na study in which we identified critical factors for success and failure of the\nimprovement of IT service processes. By doing a systematic mapping study and\nby snowballing, we were able to identify factors such as: project implementation\nstrategy; support, commitment, and involvement; processes; and internal and\nexternal resources. Also, we analyzed our results using grounded theory procedures\nin order to facilitate their understanding.
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