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Title:
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A COMPARATIVE CASE STUDY OF ITIL IMPLEMENTATIONS USING A BPC FRAMEWORK |
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Author(s):
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Bjarne Christoffer Lynge , Christoffer Dalby Schou , Pernille Kræmmergaard |
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ISBN:
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978-972-8924-57-7 |
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Editors:
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Miguel Baptista Nunes, Pedro Isaías and Philip Powell |
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Year:
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2008 |
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Edition:
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Single |
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Keywords:
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Business Process Change; Comparative case study; Information Technology Infrastructure Library; IT Service
Management, |
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Type:
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Full Paper |
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First Page:
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11 |
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Last Page:
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20 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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The Information Technology Infrastructure Library has become widely adopted for the practice of IT service
management. There are several factors that can inhibit or facilitate such an implementation, and evidence suggests that
not all implementations are successful. Indications of these facilitators and inhibitors are discovered by using a business
process change framework to analyze two cases in the extremities. The conditions of the change environment affect the
implementation management and ultimately the outcome. The findings point out that especially cultural readiness and
change management have impact on the implementation outcome. |
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