CRITICAL SUCCESS FACTORS FOR ITIL BEST PRACTICES USAGE

Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216305%3A26510%2F11%3APU94563" target="_blank" >RIV/00216305:26510/11:PU94563 - isvavai.cz</a>
Result on the web
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DOI - Digital Object Identifier
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Result language
angličtina
Original language name
CRITICAL SUCCESS FACTORS FOR ITIL BEST PRACTICES USAGE
Original language description
The objective of this paper is to find, analyze and summarize the most critical success factors (CSFs) for implementation of ITIL (Information Technology Infrastructure Library) best practices into the managing and delivering ICT services in large companies. The fulfilment of these factors is crucial not only for successful implementation of ITIL into practice, but also for its effective and efficient maintenance in case of ICT services delivery. There are several perspectives which serve to divide CSFsinto several groups. Preparation of this group is a secondary objective of this paper. The criteria for group creation are prepared in this paper from the scientific perspectives and they are supported by secondary research in the researching journals and case studies. Also key internal business processes related to the CSFs are mentioned (based on the secondary research). The paper specifies also the way of definition of main metrics and Key Performance indicators (KPIs) related to the
Czech name
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Czech description
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Publication year
2011
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

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