Marrone, Mauricio; Kolbe, Lutz - In: Business & Information Systems Engineering 3 (2011) 1, pp. 5-18
firms was conducted to assess the benefits of the IT Infrastructure Library (ITIL), the de-facto ITSM framework …, specifically on how these benefits evolve as companies increase their adoption of the ITIL model. Also studied are the perception … of challenges of the implementation and the number of ITIL processes implemented in relation to the progress of the …