@article{MAKHILLJEAS201712814376,
    title = {Benefits, Opportunities, Costs and Risks Analysis of Information
Technology Infrastructure Library Implementation},
    journal = {Journal of Engineering and Applied Sciences},
    volume = {12},
    number = {8},
    pages = {2154-2159},
    year = {2017},
    issn = {1816-949x},
    doi = {jeasci.2017.2154.2159},
    url = {https://makhillpublications.co/view-article.php?issn=1816-949x&doi=jeasci.2017.2154.2159},
    author = {Shelvy,Achmad Nizar,Bobby,Herkules and},
    keywords = {Benefits,opportunities,costs,risks,ITIL,balance scorecard},
    abstract = {Information Technology Infrastructure Library (ITIL) has been well-known as a standard of
Information Technology Service Management (ITSM) implementation in organizations. Even though,
organizations require much resources in the application of ITIL, the implementation number is still increasing
per-year. This study attempts to explore and explain the Benefits, Opportunities, Costs and Risks (BOCR) of
the ITIL implementation. A deep literature review is conducted to produce the current understanding of ITIL
implementation in term of those four aspects of BOCR. Those initial findings are classified by using Balanced
Scorecard (BSC) perspective and then be validated by employing interviews with seven IT experts who
involved directly in ITIL implementation in their organizations. This study contributes in theoretical and
practical aspects. Fifty six BOCR factors are successfully validated. Furthermore, twelve of those factors are
newly identified in this study. Those validated factors may be used by organizations as a future guidance in
implementing ITIL in their organization.}
    }