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ITIL Its Effectiveness: Decision Makers’ Perspectives

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2019 ASEE Annual Conference & Exposition


Tampa, Florida

Publication Date

June 15, 2019

Start Date

June 15, 2019

End Date

October 19, 2019

Conference Session

Computing Research I

Tagged Division

Computing and Information Technology

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Paper Authors


Gholam Ali Shaykhian Florida Institute of Technology

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Gholam Shaykhian has received a Master of Science (M.S.) degree in Computer Systems from University of Central Florida and a second M.S. degree in Operations Research from the same university and has earned a Ph.D. in Operations Research from Florida Institute of Technology. His research interests include knowledge management, data mining, object-oriented methodologies, design patterns, software safety, genetic and optimization algorithms and data mining. Dr. Shaykhian is a professional member of the American Society for Engineering Education (ASEE).

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Khalil A. Said Davenport University

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Adjunct Faculty at Davenport University

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Ghaythah Abdullah Alqarna

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Information Technology (IT) is a fast-growing field interrelating many disciplines to fulfill business computing and transactional processing needs. Information technology encompasses hardware, software, and network communications software and hardware to provide high quality services and products. The advancement of network telecommunications and related technologies has served as a catalyst to many organizations to advance the way to conduct business. More businesses now utilized web-based computing and transactional processing. 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. Several factors may 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 decision makers’ perspectives on effectiveness of ITIL process model on its relation to business strategies. The study investigates the potential benefits of adopting a process model to improve key related business processes. The intent is to examine whether a strategic IT business alignment exists when selecting a prescribed process model in an enterprise. The paper evaluates the effect of leadership decisions regarding the adoption and implementation of a prescribed process model and its success within an organization. Corporate decision makers invited to share their understandings of ITIL; its relationship with business strategies and whether or not there are perceived challenges and gaps in adopting a predefined process model. Decision makers expect concurrent executions of business and integration of new IT technologies help to alleviate the business requirements and meet their business goals and objectives.

Shaykhian, G. A., & Said, K. A., & Alqarna, G. A. (2019, June), ITIL Its Effectiveness: Decision Makers’ Perspectives Paper presented at 2019 ASEE Annual Conference & Exposition , Tampa, Florida. 10.18260/1-2--33033

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