ITIL, an acronym for Information Technology Infrastructure Library, is a best practice guide, developed by the British government's Central Computer and Telecommunications Agency (CCTA), on managing of information technology services that focuses on aligning services with business needs. Developed in the 1980s with last update in 2019 (ITIL 4) The guide underpins the foundations of ISO/IEC 20000, the international standard for managing IT services (International Service Management Standard), becoming the most widely adopted IT service management in companies. ITIL describes processes, procedures, tasks, and checklists that are neither organization-specific nor technology-specific but can be applied by an organization to establish integration with the organization's strategy, delivering value and maintaining a minimum level of competence. It allows the organization to establish a baseline from which to plan, implement and measure. It is used to demonstrate compliance and measure improvement. There is no independent third-party compliance assessment available for ITIL compliance in an organization. ITIL certification is available to individuals only.
Published in Chapter:
Change Management Science Innovation Methodologies
Nuno Geada (ISCTE, University Institute of Lisboa, Portugal)
Copyright: © 2023
|Pages: 13
DOI: 10.4018/978-1-7998-9220-5.ch096
Abstract
A question of central importance for researchers and practitioners is how information technology can help organizations to survive and thrive in turbulent and constantly changing business environments. The objective of this study is to identify the leading trends that have influenced the research and the prominent themes published using a scientific approach. Major themes discussed in this article include change management, digital transformation, digitalization, sustainability. Some areas of research have been extensively studied, while others are starting recently. In addition, trends are identified, and different future research themes are proposed.