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How can ITIL influence IT outsourcing
Jönköping University, Jönköping International Business School, JIBS, Business Informatics.
Jönköping University, Jönköping International Business School, JIBS, Business Informatics.
Jönköping University, Jönköping International Business School, JIBS, Business Informatics.
2009 (English)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

The purpose of this thesis is to examine the impact of best practices framework like In- formation Technology Infrastructure Library (ITIL) on IT outsourcing implementation. This thesis will examine the research question:

“What are ITIL’s effects on IT Outsourcing implementation?”

The goal is to find out whether ITIL is applicable in IT outsourcing project, and if it has a positive or negative impact on it. The study of the impact of ITIL in IT outsourcing pro- jects, will start by giving the reader an overview about ITIL and IT outsourcing critical suc- cess factors. This thesis is conducted through a cross-sectional study, and information has been obtained through secondary literature. The authors have also conducted a series of in- terviews with IT practitioners and an IT expert. The interviews has been done in a semi- structured way.

The outcome of this research show that ITIL definitely can have a positive impact on IT outsourcing implementation. A positive effect that has been discovered from this research is that ITIL improved the communication between service providers and customers. These studies also shows that ITIL can serve as a growth enabler by giving structure to compa- nies work activities. On the other hand, organizations should consider ITIL more as guide- lines than a framework. This research also discovered that using ITIL frameworks can make work procedures more complex and time demanding, and due to this, small- to me- dium-sized companies could face more struggle in the implementation phase of ITIL.

Place, publisher, year, edition, pages
2009. , 37 p.
Keyword [en]
Outsourcing, Service management, Information Technology Infrastructure Library, ITIL
National Category
Information Science
Identifiers
URN: urn:nbn:se:hj:diva-12500OAI: oai:DiVA.org:hj-12500DiVA: diva2:323805
Uppsok
Technology
Supervisors
Examiners
Available from: 2010-09-13 Created: 2010-06-11 Last updated: 2010-09-13Bibliographically approved

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CiteExportLink to record
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Citation style
  • apa
  • harvard1
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More styles
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  • Other locale
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Output format
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