Critical Success Factors for Information Technology Infrastructure Library Implementation in Public Service Organizations : An Exploratory Study

Abstract

In recent years, market competitions and internal efficiency requirements derived many Information Technology (IT) functions to shift their paradigms from IT asset management to IT service management (ITSM). Consequently, a growing number of public and private organizations are implementing the ITIL (IT Infrastructure Library) "best practice" as a framework for improving IT service management processes. This paper presents an exploratory in-depth case study of two public service organizations in the kingdom of Saudi Arabia deemed successfully implemented ITIL V3 processes. The case studies identify several critical success factors (CSF) associated with ITIL implementation success. These CSF are then compared with factors identified in the literature to shed light on success factors and challenges to offer a learning experience for organizations currently undergoing or planning ITIL implementation.

A Quantitative Analysis of Information Systems Management in the Educational Industry

“…As shown in previous sections, the literature review usually offers results by applying ITIL to very specific and limited industries, sectors or companies. In this sense our study was wider and deeper [22,25,47,57,75,76,86,87,90] This research opens new lines to investigate:…”

“…The approaches are based on different ideas, such as mathematical models, relationships among ITIL processes and studies using Delphi methodology. (b) Critical success factors that should be taken into account for success in ITIL implementation [53][54][55][56][57][58][59]. In this case, the articles are generally oriented to studying different topics that influence the success (or failure) of particular ITIL implementations.…”

A-ITIL, ITIL and Agile Based Advanced Framework for Managing Software and IT Related Bau: A Systematic Literature Review

“…Company FFS has good service desk management, but more user experience on the front end of service is needed, according to this paper. This paper (Mohammed, 2018) provides a comprehensive case study of two Saudi Arabian public sector organizations that successfully implemented ITIL V3 procedures. A number of key success factors (CSF) associated with successful ITIL adoption are highlighted in the case studies.…”