The IT Infrastructure Library (ITIL) framework is a defacto standard for a holistic Service Management approach. In its third version a five stage lifecycle model provides principles, roles, processes and functions next to a plurality of information for the history of a service from the cradle to the grave. Preceding activities ensure an efficient implementation of ITIL framework for different kinds of management systems used by IT departments or service providers for small and medium-sized business (SMB). This master thesis reviews the corresponding theory of ITIL and organisational change management as well as project management methods necessary for ITIL framework implementation. Most small and medium-sized businesses rush into the implementation of ITIL framework because an essential analytic planning was not or ineffectually done. The dependences and coherences between the Service Strategy, Service Design, Service Transition, Service Operation as well as Continual Service Improvement allege how to efficiently implement the holistic ITIL framework.
Based on a survey of SMBs experiences and level of organisational maturity this information gets combined and framed in an implementation plan in due consideration of all coherences and dependencies to assure optimum quality of implementation. With such a plan, SMBs are in a position to generate as much as possible achievement compared with an adequate scale of effort. SMB has also the assurance that only the appropriate parts of ITIL framework are affected for its System or Service Management approach. The chain of causation starts with a summary of all five ITIL lifecycle stages and its interfaces next to a survey of SMB’s experiences with such a framework and level of organisational maturity. It ends with an implementation plan based on the participators statements and adequate project management methods for definition of objectives, pinpointing of dependencies, object and work breakdown structures and environment analysis. My major conclusion of this master thesis is that costs saving characteristics of ITIL framework do not appear by ITIL framework implementation. They appear in case of consistent application.
Inhaltsverzeichnis (Table of Contents)
- Abstract
- Chapter 1: Introduction
- Chapter 2: ITIL Framework and Organizational Change Management
- Chapter 3: Project Management Methods for ITIL Implementation
- Chapter 4: Survey of SMB Experiences and Organizational Maturity
- Chapter 5: Implementation Plan
Zielsetzung und Themenschwerpunkte (Objectives and Key Themes)
This master's thesis aims to develop an efficient implementation plan for the ITIL framework version 3, specifically tailored for small and medium-sized businesses (SMBs). It addresses the challenges of implementing a holistic ITIL framework in SMBs by considering the interdependencies between the different stages of the lifecycle. The thesis investigates the necessary theoretical background, including ITIL, organizational change management, and project management methods.
- Efficient ITIL framework implementation in SMBs
- Interdependencies between ITIL lifecycle stages
- Organizational change management in the context of ITIL implementation
- Project management methodologies for ITIL implementation
- Assessment of SMB experiences and organizational maturity levels
Zusammenfassung der Kapitel (Chapter Summaries)
Chapter 1: Introduction: This chapter introduces the ITIL framework as a de facto standard for service management and highlights the challenges faced by SMBs in implementing it effectively. It emphasizes the need for a holistic approach that considers all dependencies between the different ITIL lifecycle stages. The chapter sets the stage for the subsequent chapters by outlining the thesis's objectives and methodology.
Chapter 2: ITIL Framework and Organizational Change Management: This chapter provides a detailed overview of the ITIL framework version 3, focusing on its five lifecycle stages: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. It explores the theoretical underpinnings of organizational change management and its relevance to a successful ITIL implementation. The chapter analyzes the critical elements of change management required to ensure staff buy-in and successful adoption of the ITIL framework.
Chapter 3: Project Management Methods for ITIL Implementation: This chapter delves into the project management methodologies essential for a smooth and efficient ITIL implementation. It discusses the application of techniques such as objective definition, dependency mapping, work breakdown structures, and environmental analysis within the context of ITIL. The chapter emphasizes the importance of structured project management in mitigating risks and ensuring the successful deployment of the framework.
Chapter 4: Survey of SMB Experiences and Organizational Maturity: This chapter presents the findings of a survey conducted among SMBs to assess their experiences with and level of maturity regarding ITIL implementation. The data gathered from the survey provides insights into common challenges, successes, and best practices related to ITIL adoption. This empirical data forms the foundation for the development of a practical and effective implementation plan tailored to the specific needs of SMBs.
Chapter 5: Implementation Plan: This chapter presents a comprehensive implementation plan based on the findings from the previous chapters. It incorporates the identified interdependencies between ITIL lifecycle stages, best practices in organizational change management, and efficient project management techniques. The plan is designed to provide SMBs with a structured approach to ITIL implementation that maximizes their chances of success while minimizing disruptions.
Schlüsselwörter (Keywords)
ITIL framework, SMB, service management, organizational change management, project management, implementation plan, lifecycle stages, service strategy, service design, service transition, service operation, continual service improvement, organizational maturity, cost savings.
Frequently Asked Questions: Efficient ITIL Framework Implementation in SMBs
What is the main topic of this master's thesis?
This master's thesis focuses on developing an efficient implementation plan for the ITIL framework version 3, specifically tailored for small and medium-sized businesses (SMBs). It addresses the challenges of implementing a holistic ITIL framework in SMBs, considering the interdependencies between different lifecycle stages.
What are the key themes explored in the thesis?
Key themes include efficient ITIL framework implementation in SMBs, the interdependencies between ITIL lifecycle stages, organizational change management in the context of ITIL implementation, project management methodologies for ITIL implementation, and the assessment of SMB experiences and organizational maturity levels.
What is the structure of the thesis?
The thesis is structured into five chapters: An introduction outlining the objectives and methodology; a chapter detailing the ITIL framework and organizational change management; a chapter on project management methods for ITIL implementation; a chapter presenting a survey of SMB experiences and organizational maturity; and finally, a chapter presenting a comprehensive implementation plan.
What aspects of ITIL are covered in the thesis?
The thesis covers the five lifecycle stages of the ITIL framework version 3: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. It also explores the theoretical underpinnings of these stages and their practical application within SMBs.
What role does organizational change management play in the thesis?
Organizational change management is a central theme. The thesis analyzes its crucial role in ensuring staff buy-in and the successful adoption of the ITIL framework within SMBs. It explores how to manage the change process effectively during implementation.
What project management methodologies are discussed?
The thesis discusses various project management methodologies relevant to ITIL implementation, including techniques like objective definition, dependency mapping, work breakdown structures, and environmental analysis. The importance of structured project management in mitigating risks and ensuring successful deployment is emphasized.
What is the significance of the SMB survey?
A survey of SMBs is conducted to assess their experiences with and maturity level regarding ITIL implementation. The findings from this survey provide insights into common challenges, successes, and best practices, informing the development of a practical implementation plan tailored to SMB needs.
What is the outcome of the thesis?
The thesis culminates in a comprehensive implementation plan for ITIL in SMBs. This plan considers the interdependencies between ITIL lifecycle stages, best practices in organizational change management, and efficient project management techniques. It aims to provide SMBs with a structured approach to maximize their chances of successful ITIL implementation.
What are the key keywords associated with this thesis?
Key keywords include ITIL framework, SMB, service management, organizational change management, project management, implementation plan, lifecycle stages, service strategy, service design, service transition, service operation, continual service improvement, organizational maturity, and cost savings.
- Arbeit zitieren
- Jochen Höfenstock (Autor:in), 2009, An efficient holistic implementation plan of the ITIL® framework version 3 for SMB, München, GRIN Verlag, https://www.grin.com/document/139732
