2. State of Art
- Non-fixed sequences: These strategies include sequences which are objective dependent. That is, a general strategy or function to organize processes is given. This strategy or function is oriented to a specific objective—maximizing client satisfaction, minimizing implementation time, avoiding deadlocks, etc.—but they, finally, offer the same sequence for every company having the same objective.
- Static sequences: This second group of strategies define a fixed sequence which is common to every implementation. That is, independently of the size, type, industry—or whatever factor—of the company, the same ITIL sequence is defined. These strategies are usually based on criteria such as polling to experts, dependencies between processes, among others.
- Implementation examples and critical success factors: The third group of strategies are focused on defining which factor affects the success or the failure of an ITIL implementation. This group also includes those strategies that define rules and methodologies of implementation based on previous cases of real implementations.
2.1. Non-Fixed Sequences
2.2. Static Sequences
- A first model of isolated ITIL processes.
- Another model that contains the dependencies between ITIL processes.
- A final model to relate the capacity level of the processes and the maturity level of the organization. One of the main characteristics of this proposal is the combination of concepts of the ITIL and Capablity Maturity Model Integration (CMMI) to propose a sequence.
2.3. Strategies and Critical Success Factors
2.4. Non-Fixed Optimal Ordering Algorithm
3. Algorithm for Optimal Ordering of ITIL Processes
3.1. Model Basis
3.2. Criteria for Establishing the Sequence
4. Results: Comparative of Sequences in a Real Case
- The proposed sequence is obtained from a mathematical model, so it does not depend on the opinion of experts—as most of the proposals in the literature review do—neither on subjective issues. This is a valuable point, because not all companies (especially small companies) can afford to pay a set of experts to decide how to implement processes of the ITIL. This is also a valuable issue as it avoids ambiguity and subjective opinions and leads to a repeatable process for the estimation of the best sequence for a company.
- The proposed sequence is obtained so the order of processes proposed maximizes the efforts of implementation: It gets the company the closest to competitors, if the implementation of ITIL processes in that company is far from the average, and it gets the company to a better position even if it is over the average. Due to the calculation of the relative position factor and its optimization, the process selected in every iteration is the one that optimizes the positioning in terms of ITIL implementation.
- The company may select the criteria to optimize efforts of implementation: size, age, region, etc. Thus, every company will obtain different sequences especially set for each one. As no approach defining a sequence that depends on characteristics selectable by the company has been found, this functionality represents an advantage; companies can decide what are the most important factors when implementing the ITIL and can obtain a sequence that best fits its needs.
- The solution proposed will get more accurate as the database is filled with more and more company data. The database used with the algorithm has information about five parameters of each company, as well as the value of the degree of implementation of every ITIL process: As more data it added, a better solution is produced from the algorithm, as more information is known about what other companies are doing (about ITIL implementation)
- Comparatively, this solution may be (and really it is) implemented in a software platform which is easier and cheaper than considering experts, as some approaches do. As it has been said before, the algorithm has a mathematical basis which simplifies its implementation in a software program.
- Due to fact that the solution proposed is specific for each company, a higher satisfaction of clients is expected (companies implementing the ITIL).
- Although it is not a benefit of the algorithm itself, the software platform used offers a comparative with other proposals. Based on this comparison, the statistics tests show how different this proposal is from other approaches.
Conflicts of Interest
|Universe||Companies with more than one employee|
|Type of polling||Web form|
|Minimum to be significant||64|
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|Reference Sequence||Spearman Contrast|
(|ρ Value|/|Limit Value|)
(|ρ Value|/|Limit Value|)
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