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SAP Firms Turn to ITIL
A majority of SAP users are implementing the IT Infrastructure Library framework, starting with incident management, but cultural issues remain an ongoing challenge.
In search of process standardization and efficiency, 71 percent of SAP-run enterprises are implementing the IT Infrastructure Library (ITIL) as a strategy, though cultural issues continue to plague adoption efforts, according to an online survey conducted by IT management consultant Pink Elephant and business process solutions provider BMC Software.
The study, released in a white paper titled ITIL Best Practices In SAP Environments, also found that most respondents are managing their SAP implementations as part of larger IT enterprise ITIL initiatives, and the most common ITIL process implemented first is Incident Management, followed by Service Desk and Change Management.
Respondents reported that the biggest challenges to ITIL implementation are cultural, specifically earning to work across silos and avoiding resistance to change. When asked what they would do differently in the future to mitigate these challenges, participants said they would do more up-front planning; get early buy-in and involvement; increase the socialization of issues to teams outside their regions; and conduct more training.
“The main take-away from this survey is that ITIL best practices are well suited…
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