Preconditions, Potentials and Benefits of ITIL and the ISO 20000 Certification for Small Sized Companies

by Hertel, Andreas

Abstract (Summary)
The Information Technology (IT) becomes more and more a crucial factor for enterprises to enable their business. Moreover, the business model for a noticeable part of nowadays companies fully depends on a capable IT infrastructure. Therefore, the management of the IT infrastructure and the services provided by the IT organisation are essential for the business success of enterprises.This IT Infrastructure Library (ITIL) is based on best practices and describes all relevant IT service management processes. Additionally, the ISO 20000 standard provides approaches for the continuous improvement of IT service management and offers also the possibility of the certification of IT organisations. However, especially small and mid-sized enterprises (SME) need help to gather the knowledge of the general application, a further implementation and the related advantages of ITIL.The thesis is concentrated on whether and how the ITIL best practices are applicable in order to improve the IT service provision of SME's. Additionally, the content of the ISO 20000 standard and its certification process is considered. By answering research questions in the areas of implementation and evaluation the results are reflected to the specifics of SME's. Consequently, the ITIL best practice approaches are generally applicable independently from the size of an organisation. Furthermore, SME's are able to benefit from ITIL and apply for an ISO 20000 certification. The necessary preconditions and proceedings for the introduction of ITIL and ISO 20000 are also considered.
Bibliographical Information:


School:Växjö universitet

School Location:Sweden

Source Type:Master's Thesis

Keywords:itil iso 20000


Date of Publication:03/14/2007

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