How small and medium enterprises can begin their implementation of ITIL?

Sequencing of Information Technology Infrastructure Library (ITIL) processes related to their order of implementation is one of the pending issues in the ITIL handbooks. Other frameworks and process models related to service management (e.g., COBIT, COSO and CMMI-SVC) are quite well described in the literature and their handbooks. However, the identifi cation of the fi rst process to be implemented has not been deeply analysed in the previous frameworks and models, and it is also a complex question to answer for organizations, especially Small and Medium Enterprises (SMEs). Moreover, SMEs are the organizations that have the largest presence in the world economy; offi cial data of General Business Directory, show that their range of presence in different countries around the world is between 93% and 99%, and the average of employment contribution is around 60%. Consequently, the improvement of information technology service management is of vital importance to accomplish in this type of enterprises. This research has focused on two surveys that aim at helping SMEs to select the ITIL process by which starting the implementation of ITIL. In the fi rst survey, data were gathered through a questionnaire to SMEs registered in the region of Madrid. The second survey obtained data from experts and enterprises in countries as Spain, Ecuador, Chile, Luxembourg, Colombia, Norway, El Salvador, and Venezuela. Finally, the results of both surveys show that the tendency for starting an ITIL implementation in SMEs points to one of the processes included in the Service Operation.

A governação de territórios metropolitanos. Contexto institucional e de planeamento nas regiões de Madrid, Barcelona, Paris e Lisboa / The regional metropolitan governance. Institutional mark and planning in Madrid, Barcelona, Paris and Lisbon

Resumo Em resposta aos desafios atuais de muitas grandes cidades, o contexto institucional e o planeamento territorial formam dimensões para melhorar a governação metropolitana. No quadro das regiões capitais do sudoeste europeu, quais poderão ser as inovações e diferenças nos seus modelos e processos em curso? Este artigo propõe uma investigação aplicada para apresentar a análise da governação metropolitana. Através do método de estudos de caso em perspectiva comparada, vários elementos e entrevistas são ponderados qualitativamente nas regiões de Madrid, Barcelona, Paris e Lisboa. As conclusões encontram uma tendência para o equilíbrio entre os esforços dessas duas dimensões da governação territorial metropolitana, não impedindo registrar os seus diferentes percursos: por exemplo Ile-de-France desenvolveu boas iniciativas em matéria de planeamento, que então pedem alguns ajustamentos no quadro político, enquanto Madrid teve “menos actividade” nos últimos anos, em resultado da sua grande estabilidade institucional. A região de Lisboa permanece talvez numa “posição intermédia”, com uma dinâmica de evolução pouco previsível. Mas de acordo com este argumento, admite-se que os seus processos podem levar a melhorias graduais no sistema de governação, com o seu próprio percurso, implementando acções que devem respeitar, em particular, a geografia do território. Abstract Addressing the running challenges of several greater cities, the institutional mark and regional planning are dimensions for improving metropolitan governance. Regarding the southwest European capital regions, what can be the innovations and differences in their currently processes and models? This paper proposes an applied framework to present the metropolitan governance analysis. Through a comparative case study methodology, various elements and interviews are qualitatively measured in the regions of Madrid, Barcelona, Paris and Lisbon. The conclusions find a tendency to balance between the efforts on those two regional metropolitan governance dimensions, which does not prevent to register their different paths: for example Ile-de-France has developed good initiatives in terms of planning, which then require some adjustments in the political mark, while Madrid had in recent years “less activity”, in result of his institutional stability. The Lisbon region maybe stays in an “intermediate position” with a dynamic evolution that is difficult to predict. But according to that argument, it’s possible to admit that his processes can gradually lead to small improvements in his governance system, with his own path, implementing actions that must respect, in particularly, the geography of the territory.