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• W2761719242 abstract "This chapter analyses the motivations and key factors reported by organizations after successfully implementing a service management system according to the ISO 20000 standard. ISO 20000 (approved in 2005 and revised in 2011) defines the requirements for implementing a standardized service management system, and has a form similar to the pre-existing general quality management standards while adapting its contents to standardize Information Technologies Service Management practices, although there is nothing to prevent it being used in other service management fields. The research is based on a survey that was answered by 105 ISO 20000 certified, Spanish organizations. It enables the profile of these organizations, as well as their main reasons for, and key factors when, implementing the standard, to be characterized. Motives are divided into external and internal factors and, as such, reveal the predominance of external reasons when deciding to implement certification. Furthermore, some key factors in successfully implementing the standard are highlighted, especially in terms of management and staff involvement. Other specific factors have also been analysed: such as the norms with which it is integrated, and the reasons why some organizations abandon the certificate. This research is the first reported in the literature to deal with two fundamental issues related to the implementation of the ISO 20000 standard: the reason behind implementing the standard and what the key factors in its adoption are." @default.
• W2761719242 created "2017-10-20" @default.
• W2761719242 creator A5033463762 @default.
• W2761719242 creator A5044824285 @default.
• W2761719242 date "2017-10-11" @default.
• W2761719242 modified "2023-09-25" @default.
• W2761719242 title "Implementing Service Management Standards: Motivations and Key Factors" @default.
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• W2761719242 doi "https://doi.org/10.1007/978-3-319-65675-5_5" @default.
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