Improvement of IT service processes: a study of critical success factors


  • Thaíssa Diirr Federal University of Rio de Janeiro State (UNIRIO)
  • Gleison Santos Federal University of Rio de Janeiro State (UNIRIO)


Critical success factors, Improvement of IT service processes, IT service management


Maturity models and Information Technology (IT) service management models guide the definition and improvement of service management processes. Known approaches include ITIL, COBIT, ISO/IEC 20000, CMMI-SVC, and MR-MPS-SV. The implementation of these models results in benefits such as: increased user and customer satisfaction with IT services; financial savings due to less rework and less time used, and improved resource management and usage; improved decision making and optimized risk; and better alignment based on the business focus. However, some organizations find it difficult to use the models. This paper presents a study in which we identified critical factors for success and failure of the improvement of IT service processes. By doing a systematic mapping study and by snowballing, we were able to identify factors such as: project implementation strategy; support, commitment, and involvement; processes; and internal and external resources. Also, we analyzed our results using grounded theory procedures in order to facilitate their understanding.



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How to Cite

Diirr, T., & Santos, G. (2014). Improvement of IT service processes: a study of critical success factors. Journal of Software Engineering Research and Development, 2, 4:1 – 4:21. Retrieved from



Software Article