College for Professional Studies
MS Computer and Information Technology
School of Computer & Information Sciences
Thesis - Open Access
Number of Pages
This is a study of how adopting Information Technology Infrastructure Library (ITIL) at a New England hospital impacted service management. The New England hospital began the adoption of ITIL by changing three existing ad-hoc processes to standardized processes following ITIL best practices. Those processes were knowledge management, software management and incident management. This study shows the impact on the quality of IT services and IT/business alignment, and the barriers faced during the adoption project. Using a qualitative methodology through action research, the study found the adoption of ITIL had a positive impact on service management. There is limited academic research regarding adoption of Information Technology Infrastructure Library by healthcare organizations, therefore this study has important implications for healthcare organizations, in general.
Date of Award
© Dawn Almeida
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Almeida, Dawn, "ITIL Adoption In Healthcare: A Study Of Process Impact At A New England Hospital
A Study Of Process Impact At A New England Hospital" (2011). Student Publications. 790.