First Advisor

Ina, Donald


College for Professional Studies

Degree Name

MS Computer and Information Systems


School of Computer & Information Science

Document Type

Thesis - Open Access

Number of Pages

168 pages


This project proposes the implementation of the Information Technology Infrastructure Library (ITIL) framework for a mid-sized Real Estate Investment Trust (REIT) specializing in commercial warehouses. Due to rapid growth, lack of process and lack of business visibility, the Information Technology (IT) department struggles to provide highly reliable business systems that meet the requirements for the business. The gap in business relationships results in a negative image for the IT department and causes situations where individual business groups contract directly with outsourced IT providers. After developing the IT solution, the business group contacts the internal IT department for involvement with the deployment. The IT department must ensure the outsourced solution will work with internal IT systems or networks regardless of the technology stack or support model. Often, the costs associated with this last minute support are not captured or reported within the overall outsourced IT project. The IT department consulted with Forrester research and Capgemini to review the overall IT environment and process maturity. After performing the review and analyzing the findings, IT management determined that process improvement was required to improve overall IT services and IT service delivery speed. Rather than focus on what led to the decision to implement ITIL, this project will discuss how ITIL provided the foundation to ensure timely, consistent and reliable delivery of IT Services. ITIL also helped improve the IT departments' image with the business by assisting in higher quality implementations and consistency resulting in less IT downtime and more controlled IT systems. When asked about the benefit of ITIL, Carie Zoellner-Buell, a VP of Global Infrastructure and Operations said, "ITIL has taken the organization to a whole new level of operation that we were never able to attain in the past. Using ITIL based processes has allowed us to be much more effective in managing IT by adding structure and efficiency".

Date of Award

Spring 2009

Location (Creation)

Denver, Colorado

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