Table 4 Occurrences for some findings with a positive influence
From: Improvement of IT service processes: a study of critical success factors
Findings with a positive influence | Cater-Steel et al. (2006) | Hochstein et al. (2005) | Iden (2009) | Pollard and Cater-Steel (2009) | Tan et al. (2009) |
|---|---|---|---|---|---|
[Fi06] People with the necessary knowledge are involved in the project | Basic training and development of the employees | Understanding of the service-oriented processes, implementing training on a large scale, encouraging the development of employees on a large scale | Training and specialization | Training and awareness of the employees | |
[Fi01] Existence of management support | Management support to exert pressure over change | Management support to exert pressure | Support from high-level management | Support from high-level management | |
[Fi05] Project advertisement | Marketing campaigns for acceptance and understanding | Exhibition of quick gains to demonstrate service management utility; marketing campaigns for acceptance and understanding | Project Champion: Senior management who defend the project | ||
[Fi02] Commitment from the people involved in the project | Engagement of the affected employees | Support from employees | High level of participation of the team in the change processes | ||
[Fi10] Favorable culture towards the project | Cultural change of the IT team, users, and clients | Acknowledgement of the need to improve the management of the employees | Creation of adequate culture for the ITIL | Change in the organization’s culture | |
[Fi16] Existing processes are adequate | Reengineering of the business processes | Definition of a standard and flexible methodology for change processes | Definition of processes before tools | ||
[Fi15] Adequate management of the project | Production of deliveries in group meetings; definition of short schedule for the projects | Execution and governance of the project | |||
[Fi18] Adequate monitoring and control of the processes | Continuous improvement to guarantee sustainable success | Continuous improvement to guarantee sustainable success for the project |