To ensure the quality of the IT environment for the future the majority of IT managers followed a strategy to introduce an IT change and release management application in the past few years. The present thesis researches if the implementations of the given success factors are leading to a successful implementation of a workflow-based IT change and release management application and will moreover find further success factors. This is done with help of five hypothesises. The five hypothesises are based on the HR change management issues, on the ITIL® reference model and on general process issues.
The HR change management offers with the eight step model of Kotter critical success factor for changes in the business. Publications of Kotter are used to illustrate that the described success factors lead to successful HR change implementation. The ITIL® reference model defines critical success factors for a successful IT change and release management implementation and are used for a research for the effectiveness of this model. The ITIL® reference model and process issues publications of the official ITIL® source and literature of Laudon & Laudon are used for the present thesis. In addition other researchers in this field are important mentioned as well.
Subsequent to that, the findings were integrated into the questionnaire and the interviews and used as well get an initial assessment. The mixture of the qualitative and quantitative approaches uses the strengths of both methods. The given answers strongly depend on the respondent’s point of view.
It becomes clear that a successful implementation of an IT change and release management application comes not only from the implementation of the HR change management issues but also from the implementation of the IT issues. The combination of HR and IT issues with their specialised success factors is the best way to gain a successful IT change and release management implementation. But the research discovered further improvements and optimisations which mainly deal with redesigned processes.
The process redesigns based on modification on the ITIL® reference model to optimise the IT change process. The optimisations include a skip of the formal RfC request form to shorten the whole process-chain during the application of an IT change. Furthermore an implementation of a key technical employee should be deploy to authorise the IT change instead of an authorisation of the central positioned change manager.
Inhaltsverzeichnis (Table of Contents)
- Abstract
- Introduction
- Literature Review
- HR Change Management
- ITIL® Reference Model
- MIS Implementation Success Factors
- Methodology
- Research Approach
- Research Methodology
- Findings
- Discussion
- Recommendations
- Conclusion
Zielsetzung und Themenschwerpunkte (Objectives and Key Themes)
This master's thesis investigates the success factors involved in implementing an ITIL-based IT change and release management application, specifically within the "anonym" GmbH organization. The research aims to determine if implementing predefined success factors leads to a successful application deployment and to uncover additional contributing factors. The key themes explored in the thesis are:- HR change management principles and their impact on IT implementation success
- The effectiveness of the ITIL® reference model in guiding successful IT change and release management implementations
- The role of redesigned processes in enhancing the efficiency and effectiveness of IT change management
- The interplay between HR and IT success factors in achieving a successful IT change and release management implementation
- The identification of specific recommendations for the "anonym" GmbH organization and potential broader theoretical implications for the ITIL® reference model and MIS implementation success factors
Zusammenfassung der Kapitel (Chapter Summaries)
- Abstract: The abstract provides a concise overview of the research, outlining its focus on the success factors of implementing an ITIL-based IT change and release management application within the "anonym" GmbH organization. It highlights the use of the ITIL® reference model, HR change management principles, and process redesign as key components of the study.
- Introduction: This chapter sets the stage for the research by introducing the context of IT change and release management application implementation and outlining the research problem. It establishes the importance of ensuring a successful implementation for a healthy IT environment and raises the question of whether implementing predefined success factors leads to successful deployment. The chapter also introduces the organization under study, "anonym" GmbH, and the research questions that will guide the investigation.
- Literature Review: This chapter delves into the theoretical framework underpinning the research. It explores relevant literature on three key areas: HR change management, the ITIL® reference model, and MIS implementation success factors. The chapter examines the success factors identified in each area, drawing upon prominent researchers and publications, including Kotter's eight-step model for HR change management and the ITIL® reference model framework.
- Methodology: This chapter details the research methodology employed in the study. It outlines the research approach, specifying the use of a mixed-method approach combining both qualitative and quantitative data. The chapter explains the methods used for data collection and analysis, such as questionnaires and interviews.
- Findings: This chapter presents the findings of the research, drawing on the data collected through questionnaires and interviews. It analyzes the findings in relation to the research questions and examines the success factors identified in each area. The chapter explores the effectiveness of the ITIL® reference model, the influence of HR change management principles, and the role of redesigned processes in achieving successful IT change and release management implementation.
- Discussion: This chapter analyzes and interprets the findings presented in the previous chapter, drawing connections between the research findings and the theoretical framework established in the literature review. It discusses the implications of the research findings for both the "anonym" GmbH organization and the broader field of IT change and release management.
- Recommendations: This chapter provides practical recommendations based on the research findings, aiming to improve the implementation and management of IT change and release processes within the "anonym" GmbH organization. These recommendations are grounded in the identified success factors and aim to address the specific challenges and opportunities highlighted in the research.
Schlüsselwörter (Keywords)
This master's thesis focuses on the success factors of implementing an ITIL-based IT change and release management application. Key areas explored include HR change management, the ITIL® reference model, MIS implementation success factors, redesigned processes, and the interplay between HR and IT factors. The research aims to identify best practices for successful implementation, providing recommendations for the "anonym" GmbH organization and potential broader theoretical implications for ITIL® and MIS implementation frameworks.- Quote paper
- Jane Jurkscheit (Author), 2012, An analysis of the success factors in implementing an ITIL-based IT Change and Release Management Application, Munich, GRIN Verlag, https://www.grin.com/document/201983
