{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,10,10]],"date-time":"2025-10-10T02:00:04Z","timestamp":1760061604361,"version":"3.38.0"},"reference-count":27,"publisher":"IGI Global","issue":"3","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2011,7,1]]},"abstract":"<p>Information Technology (IT) now plays a fundamental role in most organizations. This increased responsibility and consequent impact in business performance leads to a higher demand and tighter control on IT Departments. To respond to these requirements, IT Departments have been implementing Service Management frameworks, with ITIL currently being the most popular. However, many ITIL projects fail, and the most commonly documented cause is organizational resistance. The main goal of this research work is to test the hypothesis that using best practices described in the People Capability Maturity Model (People-CMM) framework for improving organizational maturity has impact on achieving a greater ITIL maturity as well. This hypothesis was evaluated in three real-world case studies, and based on the results; the conclusion reached was that the hypothesis cannot be rejected. However, more research is needed to prove a cause-effect relation between People-CMM and ITIL.<\/p>","DOI":"10.4018\/jhcitp.2011070103","type":"journal-article","created":{"date-parts":[[2011,10,19]],"date-time":"2011-10-19T16:26:33Z","timestamp":1319041593000},"page":"29-43","source":"Crossref","is-referenced-by-count":8,"title":["Using People-CMM for Diminishing Resistance to ITIL"],"prefix":"10.4018","volume":"2","author":[{"given":"Nelson","family":"Gama","sequence":"first","affiliation":[{"name":"Instituto Superior T\u00e9cnico & Marinha Portuguesa, Portugal"}]},{"given":"Ra\u00fal","family":"Nunes da Silva","sequence":"additional","affiliation":[{"name":"Instituto Superior T\u00e9cnico, Portugal"}]},{"given":"Miguel","family":"Mira da Silva","sequence":"additional","affiliation":[{"name":"Instituto Superior T\u00e9cnico, Portugal"}]}],"member":"2432","reference":[{"issue":"3","key":"jhcitp.2011070103-0","first-page":"70","article-title":"Identification of patterns for the formation of software development projects teams.","volume":"1","author":"M.Andr\u00e9-Ampuero","year":"2010","journal-title":"International Journal of Human Capital and Information Technology Professionals"},{"key":"jhcitp.2011070103-1","doi-asserted-by":"crossref","unstructured":"Ayat, M., Sharifi, M., Sahibudin, S., & Ibrahim, S. (2009). Adoption factors and implementation steps of ITSM in the target. In Proceedings of the Third Asia International Conference on Modelling & Simulation, Bali, Indonesia (pp. 369-374).","DOI":"10.1109\/AMS.2009.114"},{"key":"jhcitp.2011070103-2","doi-asserted-by":"publisher","DOI":"10.1007\/s12599-009-0044-5"},{"journal-title":"ITIL adoption in Asia Pacific - 2005 update","year":"2005","author":"S.Bittinger","key":"jhcitp.2011070103-3"},{"key":"jhcitp.2011070103-4","doi-asserted-by":"crossref","unstructured":"Brenner, M. (2006, April 7). Classifying ITIL processes: A taxonomy under tool support aspects. In Proceedings of the Business-Driven IT Management Conference (pp. 19-28).","DOI":"10.1109\/BDIM.2006.1649207"},{"issue":"5","key":"jhcitp.2011070103-5","first-page":"41","article-title":"IT doesn't matter.","volume":"81","author":"N. G.Carr","year":"2003","journal-title":"Harvard Business Review"},{"key":"jhcitp.2011070103-6","unstructured":"Cater-Steel, A., & Tan, W.-G. (2005). Implementation of IT infrastructure library (ITIL) in Australia: Progress and success factors. In Proceedings of the IT Governance International Conference, Auckland, New Zealand."},{"issue":"1","key":"jhcitp.2011070103-7","first-page":"31","article-title":"Identifying technical competences of IT professionals: The case of software engineers.","volume":"3","author":"R.Colomo Palacios","year":"2010","journal-title":"International Journal of Cooperative Information Systems"},{"journal-title":"The people capability maturity model: Guidelines for improving the workforce","year":"2001","author":"B.Curtis","key":"jhcitp.2011070103-8"},{"key":"jhcitp.2011070103-9","first-page":"718","author":"B.Curtis","year":"2001","journal-title":"The people capability maturity model (P-CMM) Version 2.0"},{"issue":"4","key":"jhcitp.2011070103-10","doi-asserted-by":"crossref","first-page":"532","DOI":"10.2307\/258557","article-title":"Building theories from case study research.","volume":"14","author":"K. 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In Proceedings of the 4\u00aa Confer\u00eancia Ib\u00e9rica de Sistemas e Tecnologias de Informa\u00e7\u00e3o, P\u00f3voa de Varzim, Portugal."},{"key":"jhcitp.2011070103-13","doi-asserted-by":"publisher","DOI":"10.1007\/s10799-007-0027-5"},{"journal-title":"COBIT 4.1","year":"2007","key":"jhcitp.2011070103-14"},{"key":"jhcitp.2011070103-15","doi-asserted-by":"publisher","DOI":"10.1007\/s11576-006-0079-x"},{"key":"jhcitp.2011070103-16","doi-asserted-by":"publisher","DOI":"10.1145\/1558897.1558901"},{"key":"jhcitp.2011070103-17","unstructured":"Nicewicz-Modrzewska, D., & Stolarski, P. (2008). ITIL implementation roadmap based on process governance. Paper presented at the European University Information Systems Workshop."},{"key":"jhcitp.2011070103-18","doi-asserted-by":"crossref","unstructured":"Pereira, R., & Mira da Silva, M. (2010). A maturity model for implementing ITIL v3. 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