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An intressting article on sucessfull ITIL implementations

Another Monday – another week of studies. The focus of this week is to get the written assignment as close to finished as possible. I’ve gattered all my data, had a few formal and informal interviews with managers at the organization I’m investing but I’m still waiting for the longer, structured, interview with the head of the IT division.

I’ve already analysed most of the data and come to most of the conclusions but I would like to get my views confirmed before I hand in the report.
Since the organization I research have an outspoken ambition to implement ITIL and I’ve already started to look at articles about successfully implementing ITIL in general and Service Strategy in particular. I found a somewhat interesting article written by Malcolm Blumberg, Aileen Cater-Steel, Mohammad Mehdi Rajaeian and Jeffrey Soar called Effective organisational change to achieve successful ITIL implementation. Though their research focuses on the socio-technical systems (STS), something I haven’t quite grasped yet, it’s interesting to study their lessons learned. In their study they conclude that “the ITIL implementation was found to require greater effort to be applied to the people component of the STS, followed by process, technology and structure components”. In my experience any successful and effective change – organizational and technical – requires the support and authorization of the people effected by the change; changes are not implemented by formal documents but by discussions and interactions between people.

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