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Identification and Prioritization of ISO/IEC 20000 Implementation Critical Success Factors

Publish Year: 1394
Type: Conference paper
Language: English
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ICMSCONF01_103

Index date: 16 September 2016

Identification and Prioritization of ISO/IEC 20000 Implementation Critical Success Factors abstract

As Quality Management gets more and more specialized, new standards are being introduced and developed for various divisions of Industry and Service Delivery. ISO/IEC20000, the first independent standard in the era of IT Service Management, has been developed with a process oriented approach. This standard is a set of integrated management processes, put together to provide IT services to customers and businesses, and has become a complementary set to ITIL. Information Technology improvements, has made IT Service quality a competitive advantage for organizations. Identifications and prioritization of Critical Success factors during implementation of ISO/IEC 20000 is so important that made evaluation of organizations for implementing this standard achievable. In this research, which has been studied on Tehran Municipality 137 department, Critical Success factors have been identified and prioritized in the first place, and then a model for evaluating organization readiness to achieve the standard is provided, by studying MTNIrancell and Arya Hamrah Samaneh companies’ conditions.

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Identification and Prioritization of ISO/IEC 20000 Implementation Critical Success Factors authors

Sepideh Razeghi

MSc, MBA, School of Progress Engineering, Iran University of Science and Technology

Arash Agahi

BSc, Computer science software, Computer Faculty, Science and Culture University of Tehran,

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