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Effectiveness of Information Technology Infrastructure Library Process Implementations by Information Technology Departments within United States Organizations

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dc.contributor.author Persinger, Jon F.
dc.date.accessioned 2015-10-06T12:43:55Z
dc.date.available 2015-10-06T12:43:55Z
dc.identifier.uri http://hdl.handle.net/10484/8248
dc.description.abstract This research study examined whether the overall effectiveness of the Information Technology Infrastructure Library (ITIL) could be predicted by measuring multiple independent variables. The primary variables studied included the number of ITIL process modules adopted and the overall ITIL ―maturity level. An online survey was used to collect data from participating volunteers within the United States, and then analyzed to reveal any significant findings. The research showed a statistically significant positive relationship between overall maturity level and effectiveness, however the ability to predict effectiveness based upon the number of process modules adopted was inconclusive. Additionally, differences in module adoption from either the Service Support or Service Delivery process blocks were considered. The results suggested that process module adoption from the Service Support block has a somewhat stronger relationship to overall effectiveness than adoption from the Service Delivery block, though this finding should be viewed cautiously. Sample size and survey instrument limitations restricted the interpretation of the results.
dc.description.statementofresponsibility Jon F. Persinger
dc.language.iso en_US
dc.subject.lcsh IT infrastructure library.
dc.subject.lcsh IT Service Management Forum.
dc.subject.lcsh Technology--Management.
dc.subject.other ITIL.
dc.subject.other ITSM.
dc.subject.other Service management.
dc.title Effectiveness of Information Technology Infrastructure Library Process Implementations by Information Technology Departments within United States Organizations
dc.type Dissertation
dc.date.graduationmonth December
dc.date.published 2010
dc.description.committeechair Cockrell, Gerald
dc.description.committeemembers David Beach
dc.description.committeemembers Charles Coddington
dc.description.committeemembers Kathryn S. Hoff
dc.description.committeemembers Ronald Woolsey
dc.description.degree Doctor of Philosophy
dc.description.department Department of Technology Management
dc.description.imprint Cunningham Memorial library, Terre Haute,Indiana State University
dc.description.itemidetd 201005-20
dc.description.level Doctoral
dc.description.note Title from document title page. Document formatted into pages: contains 110 p.: ill. Includes bibliography, abstract and appendix.


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