First Advisor

Bilo, Dolores


College for Professional Studies

Degree Name

MS Computer and Information Technology


School of Computer & Information Sciences

Document Type

Thesis - Open Access

Number of Pages

40 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

Spring 2011

Location (Creation)

Colorado (state); Denver (county); Denver (inhabited place)

Rights Statement

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