This research study examined whether the overall effectiveness of the Information Technology Infrastructure Library (ITIL) could be predicted by measuring multiple independent variables. The primary variables studied included the number of ITIL process modules adopted and the overall ITIL "maturity level." An online survey was used to collect data from participating volunteers within the United States, and then analyzed to reveal any significant findings. The research showed a statistically significant positive relationship between overall maturity level and effectiveness, however the ability to predict effectiveness based upon the number of process modules adopted was inconclusive. Additionally, differences in module adoption from either the Service Support or Service Delivery process blocks were considered. The results suggested that process module adoption from the Service Support block has a somewhat stronger relationship to overall effectiveness than adoption from the Service Delivery block, though this finding should be viewed cautiously. Sample size and survey instrument limitations restricted the interpretation of the results.
|Advisor:||Cockrell, Gerald W.|
|Commitee:||Beach, David P., Coddington, Charles E., Hoff, Kathryn S., Woolsey, Ronald C.|
|School:||Indiana State University|
|School Location:||United States -- Indiana|
|Source:||DAI-B 72/03, Dissertation Abstracts International|
|Subjects:||Management, Information Technology, Computer science|
|Keywords:||Information technology infrastructure library, Service management, Technology management|
Copyright in each Dissertation and Thesis is retained by the author. All Rights Reserved
The supplemental file or files you are about to download were provided to ProQuest by the author as part of a
dissertation or thesis. The supplemental files are provided "AS IS" without warranty. ProQuest is not responsible for the
content, format or impact on the supplemental file(s) on our system. in some cases, the file type may be unknown or
may be a .exe file. We recommend caution as you open such files.
Copyright of the original materials contained in the supplemental file is retained by the author and your access to the
supplemental files is subject to the ProQuest Terms and Conditions of use.
Depending on the size of the file(s) you are downloading, the system may take some time to download them. Please be