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An efficient holistic implementation plan of the ITIL® framework version 3 for SMB

Title: An efficient holistic implementation plan of the ITIL® framework version 3 for SMB

Diploma Thesis , 2009 , 144 Pages , Grade: 2

Autor:in: Jochen Höfenstock (Author)

Computer Science - Commercial Information Technology
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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.

Excerpt


Inhaltsverzeichnis (Table of Contents)

  • Abstract
  • 1 Introduction
  • 2 ITIL Framework
  • 2.1 ITIL Framework Overview
  • 2.2 ITIL Framework Lifecycle
  • 2.2.1 Service Strategy
  • 2.2.2 Service Design
  • 2.2.3 Service Transition
  • 2.2.4 Service Operation
  • 2.2.5 Continual Service Improvement
  • 3 Organizational Change Management
  • 4 Project Management
  • 4.1 Project Management Methods
  • 4.2 Project Management Life Cycle
  • 4.2.1 Initiation Phase
  • 4.2.2 Planning Phase
  • 4.2.3 Execution Phase
  • 4.2.4 Monitoring and Controlling Phase
  • 4.2.5 Closing Phase
  • 5 Survey of SMBs
  • 5.1 Survey Methodology
  • 5.2 Survey Results
  • 6 Implementation Plan
  • 6.1 Objectives
  • 6.2 Dependencies
  • 6.3 Object and Work Breakdown Structure
  • 6.4 Environment Analysis
  • 7 Conclusion

Zielsetzung und Themenschwerpunkte (Objectives and Key Themes)

This master thesis aims to develop a comprehensive implementation plan for the ITIL framework version 3 for small and medium-sized businesses (SMBs). The plan considers the interplay and dependencies between the different stages of the ITIL lifecycle to ensure a high-quality and efficient implementation. Key themes explored include: * **ITIL Framework Implementation:** The thesis focuses on the practical application of the ITIL framework in SMBs, considering its five lifecycle stages and their interconnections. * **Organizational Change Management:** The impact of implementing ITIL on organizational structures and processes is addressed, examining how to effectively manage change within SMBs. * **Project Management Methods:** The thesis integrates project management principles and methodologies into the implementation plan, ensuring a structured and systematic approach. * **SMBs Experiences and Maturity:** The study analyzes the experiences of SMBs with ITIL implementation and their levels of organizational maturity to inform the proposed implementation plan. * **Optimizing Implementation:** The thesis aims to create an implementation plan that is tailored to SMBs, considering their specific needs and resources, and maximizing the benefits of ITIL adoption.

Zusammenfassung der Kapitel (Chapter Summaries)

* **Chapter 1: Introduction:** This chapter provides an overview of the research topic and the motivation behind it, emphasizing the importance of ITIL implementation for SMBs. * **Chapter 2: ITIL Framework:** This chapter comprehensively introduces the ITIL framework, outlining its principles, structure, and five lifecycle stages: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. * **Chapter 3: Organizational Change Management:** This chapter focuses on the challenges and strategies associated with implementing ITIL within an organization. It examines the impact of ITIL on existing processes, roles, and structures and discusses best practices for managing organizational change. * **Chapter 4: Project Management:** This chapter introduces the project management methods and techniques that are essential for a successful ITIL implementation. It covers various project management phases, including planning, execution, monitoring, and closing, highlighting their relevance to ITIL adoption. * **Chapter 5: Survey of SMBs:** This chapter details the methodology and results of a survey conducted among SMBs regarding their experiences with ITIL implementation and their organizational maturity levels. * **Chapter 6: Implementation Plan:** Based on the findings of the survey and the previous chapters, this chapter presents a detailed implementation plan for ITIL in SMBs. It outlines objectives, dependencies, work breakdown structures, and environment analysis, aiming to create a tailored and efficient implementation strategy.

Schlüsselwörter (Keywords)

The primary focus of this master thesis lies in implementing the ITIL framework within small and medium-sized businesses (SMBs). The work explores the application of the ITIL framework, its lifecycle stages, and the impact of its implementation on organizational change management and project management. It investigates the experiences and maturity levels of SMBs regarding ITIL adoption and aims to develop a tailored implementation plan that considers organizational dependencies, objectives, and work breakdown structures. Key terms include ITIL framework, Service Management, SMB, organizational change, project management, implementation plan, and organizational maturity.
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