An analysis of the success factors in implementing an ITIL-based IT Change and Release Management Application

Table of Contents

1. Introduction

1.1. The organisation

1.2. Course of the project

1.3. Aims

1.4. Demarcation

1.5. Procedure

2. Literature Review

2.1. Purpose of an IT change and release management

2.2. Critical success factors of organisational change management

2.3. Critical success factors of an IT system implementation

2.4. IT process modelling with the support of a reference models

2.5. Definition of success factors in IT projects

2.6. Hypotheses

3. Empirical Research Methodology

3.1. Research approaches

3.2. Population and Sampling

3.3. Data Analysis

3.4. Reliability

3.5. Limitations

3.6. Research timetable

4. Presentation and analysis of data

4.1. Demographical statistic

4.2. Results of questionnaire

4.3. Results of the interview

5. Conclusions and recommendations

5.1. Conclusion of the need of the IT change and release management

5.2. Conclusion of the demographical statistic

5.3. Conclusions of the hypothesises

5.4. Managerial recommendations for the organisation

5.5. Managerial recommendations for other companies

5.6. Theoretical implications

6. Reflection

Research Objective and Core Topics

The main objective of this master thesis is to analyze the success factors for implementing an IT change and release management application within the operational AB unit of the organization. The research investigates whether human resource change management issues and IT-specific success factors lead to a successful implementation and identifies potential process optimizations.

• Analysis of critical success factors in organizational change management (Kotter's model).
• Evaluation of ITIL-based reference models for IT process optimization.
• Comparison of qualitative and quantitative methodologies in IT project research.
• Assessment of the impact of transparency and standardized process design on user resistance.
• Development of managerial recommendations for effective IT change management integration.

Excerpt from the Book

Chapter Summaries

1. Introduction: This chapter provides an overview of the organization and the IT infrastructure, defines the project goals, and outlines the thesis structure.

2. Literature Review: The chapter explores theoretical frameworks for organizational change management, success factors for IT implementations, and the application of reference models like ITIL.

3. Empirical Research Methodology: This section explains the chosen positivist research approach, including the combination of quantitative surveys and qualitative interviews.

4. Presentation and analysis of data: The chapter presents the statistical results from employee questionnaires and interview insights concerning IT change management.

5. Conclusions and recommendations: This chapter synthesizes findings to validate the hypotheses and provides managerial recommendations for future IT implementation improvements.

6. Reflection: The author reflects on the personal learning process, the challenges of academic work alongside professional duties, and the development of educational skills.

Keywords

IT Change Management, ITIL, Release Management, Success Factors, Organizational Change, CCMDB, MIS, Business Process Reengineering, IT Service Management, Empirical Research, Questionnaire, Qualitative Interviews, IT Infrastructure, Process Optimization, Human Resource Change Management.

Frequently Asked Questions

What is the primary focus of this master thesis?

The thesis focuses on analyzing the success factors for implementing an IT change and release management application, specifically examining the balance between HR change management and technical process implementation.

What are the central thematic fields?

The core themes include organizational change management (Kotter’s model), IT service management standards (ITIL, COBIT), and the impact of IT system implementation on business efficiency.

What is the central research question?

The research investigates whether implementing specific success factors—derived from HR change models and the ITIL reference model—leads to a successful, workflow-based IT change and release management implementation.

Which scientific methodologies were utilized?

The study employs a mixed-method approach, utilizing quantitative online questionnaires for broad data collection and semi-structured qualitative interviews for in-depth insights into management and technical perspectives.

What does the main body of the work cover?

The main body covers a comprehensive literature review, the empirical research methodology, the detailed presentation of the gathered data, and the subsequent analysis of these findings against established hypotheses.

Which keywords define this work?

Key terms include IT Change Management, ITIL, CCMDB, Success Factors, Organizational Change, and Management Information Systems (MIS).

Why is the role of the "Change Manager" challenged in the thesis?

The research suggests that relying solely on a centralized change manager can lead to bottlenecks; it proposes integrating technically knowledgeable employees into the authorization process to improve efficiency.

What role does the ITIL reference model play in this research?

The ITIL model serves as a standardized reference point; the research evaluates its applicability to the specific operational needs of the organization and suggests modifications for better process flow.