ITIL adoption in South African: A Capability Maturity view

The purpose of this study was to understand the practice of IT Service Management through the lens of the Capability Maturity Model in South Africa. Specifically, the objective was to assess capability maturity level of Information Technology Infrastructure Library (ITIL) processes of incident, problem, change, release, and information security in the organization; and the capability level of each key process area of Process, Procedures and Activities; Management Commitment; People, Roles and Tools; Metrics, KPI’s and Reports; and Audits, TQM and Checks. The results indicate that change management received a higher capability maturity rating than the other processes, especially release and problem management. For each ITIL process, Management commitment and their involvement was regarded as the critical key process area. Further results indicate that knowledge creation and development of the people in each process was important so as to avoid vendor dependency.

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