Improvement of IT service processes: a study of critical success factors

Abstract

Maturity models and Information Technology (IT) service management models\rguide the definition and improvement of service management processes. Known\rapproaches include ITIL, COBIT, ISO/IEC 20000, CMMI-SVC, and MR-MPS-SV. The\rimplementation of these models results in benefits such as: increased user and\rcustomer satisfaction with IT services; financial savings due to less rework and less\rtime used, and improved resource management and usage; improved decision\rmaking and optimized risk; and better alignment based on the business focus.\rHowever, some organizations find it difficult to use the models. This paper presents\ra study in which we identified critical factors for success and failure of the\rimprovement of IT service processes. By doing a systematic mapping study and\rby snowballing, we were able to identify factors such as: project implementation\rstrategy; support, commitment, and involvement; processes; and internal and\rexternal resources. Also, we analyzed our results using grounded theory procedures\rin order to facilitate their understanding