Nowadays, many organizations adopt Information Technology Service Management (ITSM) best practices to enhance their IT service related processes. Although many organizations have adopted ITSM frameworks such as Information Technology Infrastructure Library (ITIL), not all have been successful. Keeping this in mind, this paper seeks to identify Critical Success Factors (CSFs) that impact on successful implementation of ITSM frameworks with a focus on ITIL in Iranian organizations as a case of a developing country. Hence, based on a mixed method, at first, with the semi-structured interviews and literature review, 22 success factors were identified. Following that, a questionnaire was developed and sent out to domain experts. Next, robust Exploratory Factor Analysis (EFA) was run for analyzing data and establishing construct validity which finally classified critical success factors into five groups named as “organizational”, “human resources”, “project management”, “managerial” and “process”. The findings of this study have provided a very useful reference for IT standardization scholars and practitioners to identify the important issues of ITSM frameworks implementation projects in their research and practice.

During the last decade, many organizations have adopted information technology service management (ITSM) frameworks such as information technology infrastructure library (ITIL). However, such efforts are challenging and costly and not all have been successful. Keeping this in mind, this chapter seeks to identify critical success factors (CSFs) that impact successful implementation of ITSM frameworks with a focus on ITIL. Hence, based on a mixed method, at first, with the semi-structured interviews and literature review, 22 success factors were identified. The data of 122 valid questionnaires were analyzed using robust exploratory factor analysis (EFA) to validate and categorize identified factors. Finally, 22 CSFs are categorized under five “organizational,” “human resources,” “project management,” “managerial,” and “process” main groups. The findings of this study have provided a very useful reference for IT standardization scholars and practitioners to identify the important issues of ITSM frameworks implementation projects in research and practice.

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Nowadays, there is a growing interest in Business Process Management Suites (BPMSs) implementation in organizations. In order to implement a BPMS in an organization successfully, it is essential to select a suitable BPMS. Evaluation and selection of the BPMS packages is complicated and time consuming decision making process. This paper presents an approach for dealing with such a problem. This approach introduces functional, non-functional and fuzzy evaluation method for BPMS selection. The presented BPM lifecycle based approach breaks down BPMS selection criteria into two broad categories namely functional (process strategy development, process discovery, process modeling, process design, process deployment, process operation and analysis) and non-functional requirements (quality, technical, vendor, implementation) including totally 48 selection criteria. A facile Fuzzy Technique for Order Preference by Similarity to Ideal Solution (FTOPSIS) is customized for BPMS selection based on identified criteria. The proposed approach is applied to a local Iranian company in oil industry in order to select and acquire a BPMS and the provided numerical example illustrates the applicability of the approach for BPMS selection. The approach can help practitioners assess BPMSs more properly and have a better software acquisition decision.