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Effectiveness of ITIL: IT Professionals' Perspectives

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2016 ASEE Annual Conference & Exposition


New Orleans, Louisiana

Publication Date

June 26, 2016

Start Date

June 26, 2016

End Date

August 28, 2016





Conference Session

Curricular Issues in Computing and Information Technology Programs II

Tagged Division

Computing & Information Technology

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Paper Authors


Gholam Ali Shaykhian Florida Institute of Technology

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Ali has received a BS degree in Electronics, a Master of Science (M.S.) degree in Computer Systems and a second M.S. degree in Operations Research from the University of Central Florida and has received a Ph.D. degree in Operations Research from the Florida Institute of Technology (FIT). His research interests include knowledge management, data mining, object-oriented methodologies, design patterns, software safety, genetic and optimization algorithms. Dr. Shaykhian is a professional member of the American Society for Engineering Education (ASEE), serving as the past Program Chair for the Minorities in Engineering Division. He has served as a chair, vice-chair, program chair, and program committee member for numerous conferences of ASEE.

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Khalil A. Said

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The rapid changes in IT technologies has introduced numerous challenges in dealing with the complexity of the tools, technologies, and processes align with IT business objectives. Organizations faced dealing with rapid technology changes and complex IT disciplines while conducting business. Often, business leaders who demanded speedy changes undermined considerations for adhering to a process model to assist in transitioning and adopting new technologies. The Wall Street Journal reported the cause of many businesses IT failures as misalignment of IT with the needs of business to deliver expected outcomes (Basu & Jarnagin, 2008). Several factors could contribute to misalignment, such as lack of a process model, inadequate resources, defects in IT governance, and the difficulty of managing rapidly changing technology. Previous studies have examined the effectiveness of the Information Technology Infrastructure Library (ITIL); and how well ITIL aligns with corporate business strategies.

This paper examines the IT professionals’ perspectives and its effectiveness on business strategies and success. The study investigates if there are benefits of adopting a process model to improve key related business processes. The intent of the paper is to examine whether a strategic IT business alignment exists when selecting a prescribed process model in an enterprise. IT professionals’ perspectives, engagement and support could be the essential element in the success of the adoption and implementation of a prescribed process model within an organization. IT Professionals and practitioners invited to share their perspectives on the effectiveness of ITIL and its impact to the organizations’ success. The study will uncover if a strategic IT business alignment exists when selecting a prescribed process model in an enterprise; and if the implementation of a prescribed process model affect the overall organizational success.

Shaykhian, G. A., & Said, K. A. (2016, June), Effectiveness of ITIL: IT Professionals' Perspectives Paper presented at 2016 ASEE Annual Conference & Exposition, New Orleans, Louisiana. 10.18260/p.26909

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