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Dissertation/Thesis Abstract

"Measuring Operational Effectiveness of Information Technology Infrastructure Library (ITIL) and the Impact of Critical Facilities Inclusion in the Process."
by Woodell, Eric A., D.Sc., Robert Morris University, 2013, 57; 3617032
Abstract (Summary)

Information Technology (IT) professionals use the Information Technology Infrastructure Library (ITIL) process to better manage their business operations, measure performance, improve reliability and lower costs. This study examined the operational results of those data centers using ITIL against those that do not, and whether the results change when traditional facilities engineers are included in the process. Overall, those IT departments using ITIL processes had no statistically significant improvements when compared to those who do not. Inclusion of Critical Facilities (CF) personnel in the framework offered a statistically significant improvement in their overall reliability of their data centers. Those IT departments who do not include CF personnel in the ITIL framework have a slightly lower level of reliability than those who do not use the ITIL processes at all.

Indexing (document details)
Advisor: Wood, David F.
Commitee: Aseri, Abdulah, Kovacs, Paul, Laverty, Joseph
School: Robert Morris University
Department: Information Systems and Communications
School Location: United States -- Pennsylvania
Source: DAI-A 75/08(E), Dissertation Abstracts International
Subjects: Communication, Information Technology, Information science
Keywords: Critical environments, Critical facilities, Information technology infrastructure library, Itil, P.u.e., Reliability
Publication Number: 3617032
ISBN: 978-1-303-84137-8
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