Relevant Factors for Implementation of Operational-level IS/ICT Processes in Small IT Organizations Jaroslav Kalina Department of systems analysis Faculty of informatics and statistics University of economics in Prague W. Churchilla 4, 130 67 Praha 3 E-mail:
[email protected] Abstract: Having IS/ICT processes compliant according to well known standards like COBIT or ITIL is relatively popular especially among larger organizations (to which these standard are primarily aimed). This paper discusses how standardization of processes affects or is affected by a selected set of process characteristics and tries to provide general guidelines which should be considered prior to their implementation (standards). Special attention is paid to the specifics of small IS/ICT organizations since implementation of these frameworks (intended for rather larger organizations) represents in this context more demanding endeavor. Keywords: factors, implementation, processes, IS/ICT, maturity, definition, methodologies This paper was written within a grant project of Internal Grant Agency (IGA) of University of Economics in Prague under the number IGA 34/2010. 1. Introduction The aim of this paper is to discuss key factors which affect the overall performance of operational processes in IS/ICT organizations in the context of implementing IS/ICT management frameworks, success rate of their implementation projects and to propose a set of recommendations for potential implementers. Special focus will be paid to the specifics of small IS/ICT organizations/teams since they constitute the vast majority of the IS/ICT organization population [SBAG, 2004]. The perspective which we take in this paper results from critical comparison of currently wide spread frameworks for IS/ICT service management [ITIL, 2007a-e], [COBIT, 2007] and [CMMI, 2002] with the late development in organization science given to the increasing rate of application of concepts of complex systems theory for studying and interpreting variety of organization phenomena.