TY  - JOUR
T1  - Benefits, Opportunities, Costs and Risks Analysis of Information
Technology Infrastructure Library Implementation
AU - Arini, Shelvy AU - Hidayanto, Achmad Nizar AU - Nazief, Bobby AU - , Herkules AU - Baharudin Jusuf, Muhammad 
JO  - Journal of Engineering and Applied Sciences
VL  - 12
IS  - 8
SP  - 2154
EP  - 2159
PY  - 2017
DA  - 2001/08/19
SN  - 1816-949x
DO  - jeasci.2017.2154.2159
UR  - https://makhillpublications.co/view-article.php?doi=jeasci.2017.2154.2159
KW  - Benefits
KW  -opportunities
KW  -costs
KW  -risks
KW  -ITIL
KW  -balance scorecard
AB  - 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.
ER  -