Los últimos reyes visigodos y los comienzos de la Invasión musulmana

Successful ITIL implementation involves embracing the idea that continuous improvements are necessary to support positive changes in processes and performance. The idea expressed was that job related changes and job performance are not static as a result of ITIL implementation. The process of continuous improvement is a necessary

goal to nurture and sustain the positive workplace and performance changes that can stem from ITIL processes. Documents reviewed included a focus on “Quantify, then track improvements and success” and “create shared interest” in “improvements.” Additional emphasis was on “measuring both team success” and “customer feedback” to assess success and guide improvement efforts.

Regarding continuous improvements, P1 said, “ITIL was not about just one point of time in process, however it requires continuous improvements.” P2 referred to,

“Growth in business values and internal process improvements…Continuous refinement of processes… knowledge transfer from one domain or deployment area could be very useful in another area.” P7 discussed striving toward, “best practices and processes.” P5 also talked about, “continuously keeping up with the enterprise network technology, associated hardware, software, implementation and management. As a direct result of that increased work experience, your proficiency in the implementation of ITIL service

operation will also improve.” P4 also referred to, “lessons learned, risk and issue tracking, change management, project reporting and stakeholder engagement management” thereby improving “a system that can be utilized by the entire organization.”

Regarding ITIL implementation, the majority of participants reported increases in employee satisfaction, which is an attractive area for continuous improvements. P13 shared, “I feel that my experience has become better due to the fact there is more structure and organization of tasks and duties with ITIL implementation.” For example, P4 emphasized the organization’s annual employee satisfaction survey and that the “IT

department has a 23% increase in overall job satisfaction since the implementation of ITIL. IT Management feels that ITIL implementation has been a key factor for this improvement.” P4 added, “Employees have noted that they now feel that their service delivery is known and appreciated by the entire organization.” Employee performance can improve greatly with appreciation and satisfaction, corresponding with productivity improvements as well enhanced motivation to perform.

Performance is a key area that most participants felt are part of the ITIL

improvement efforts. For example, P11 claimed that, “Performance has increased since ITIL improved project flows.” P12 explained that, “ITIL process had improved our IT service operation performance within our IT organization in many different ways to achieve the same goals.” P13 said that the move toward an organizational ITIL culture “improved the performance level by organizing and optimizing task completion by using the effectiveness of clearly outlining deadlines as well as respective dependencies.”

Efficiency and productivity were areas referenced by participants that are aspects of continuous improvement through ITIL implementation. For example, P6 said, “I’ve found that processes run more smoothly and are easier to measure. Yes, the processes implemented can be more detailed and prescriptive but that is the cost.” P4 said, “Overall, the implementation of ITIL has increased the efficiency of IT’s ability to deliver to our customer base. Being able to document and report KPI throughout the organization has a positive impact on the value of IT services.” P7 said, “Our

productivity increased, and our customers are happier, while wasteful and unproductive ways of our business execution are shredded… There is much better execution and

productivity with more synergy among our employees in every aspect of the organization.” In a continuous improvement effort, P2 recommended, “Be

agile….perform a gap analyses of between where you are and where you want to go.” Pursuing and applying best practices and enhancing know-how of ITIL optimize the everyday application of the ITIL system. Continuous improvement efforts help workers achieve goals and improve their efficiency in the IT climate.

Summary

Answers to the three research questions stemmed from the four major thematic findings that emerged from the data. Two of the research questions pertained to changes that occurred as a result of ITIL implementation. The first research question pertained to the job-related changes that small business IT operation employees experienced with the implementation of ITIL service operation. The third question was an inquiry into how small business IT operation employees described any changes in job performance after the implementation of ITIL service operation. The majority of participants in the sample described positive job-related and job performance changes following ITIL

implementation. Positive job-related changes, as well as job performance improvements, that participants described appeared dependent on leadership understanding and support, preparation and training, patience amidst change to an ITIL culture, and commitments to continuous improvement efforts.

The second research question was about how small business IT operation employees described their job performance after the implementation of ITIL service operation. The majority of the participants in the sample reported job performance

experiences that were positive and encouraging following ITIL implementation. Improved job performance experiences reported by the participants in the sample similarly stemmed from a leadership orientation toward supportive resources, opportunities for growth in knowledge and skills that occur within an ITIL-oriented organizational culture, and multi-level involvement in strategic and proactive continuous improvement efforts.

Chapter 5 includes the discussion of these results and conclusions drawn from these findings. The discussion of the four major themes, around which answers to the research questions revolve, will occur in light of the conceptual framework and previously published findings. These interpretations of findings will include the ways they confirm, disconfirm, and extend related knowledge. Further acknowledgement of the limitations of this study leads to the recommendations for leaders and future researchers, and the implications of the study for positive social change.