Critical Success Factors In Implementing ITIL in the Ministry of Education in Saudi Arabia: An Exploratory Study

Abstract

Abstract-This paper engages with the ITIL framework for IT service delivery within the specific context of the Ministry of Education in the Kingdom of Saudi Arabia (KSA). A literature review process is used to develop a critical success factors (CSFs) for the implementation of the ITIL framework in an organisation, based on a series of models like TAM and UTAUT, and then put into an overall conceptual model of use behaviour towards ITIL described by [1]. The conceptual model is then deployed in the field through a series of interviews with IT professionals within the Ministry of Education in the KSA. The interviews are semi-structured, and were intended to draw out the corresponding factors for success and the factors that have hindered the implementation of ITIL within this organisation. The data confirm the view of the literature that strong leadership and management involvement is essential both as a success factor in its own right, and as the means by which other success factors are enabled. The findings of paper make two observations. First, the literature sets out a series of quite precise success factors that relate to project management, communication, and quality control. The data presented in this research project demonstrate that in practice it is hard to make clear all of these factors to such a level of detail within the Ministry of Education in Saudi. Second, the implementation of ITIL is more reflexive than the literature and the conceptual model would initially demonstrate.

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“…Liu et al (2013) provided an ITIL-based IT service management (ITSM) model as a solution to IT services of distance education. Alqahtani (2017) looked for success factors of the ITIL implementation in the Ministry of Education in the Kingdom of Saudi Arabia. García et al (2013) proposed designing a new holistic maturity model based on ISO/IEC 20000 and ISO/ IEC 38500 standards, the frameworks and best practices of ITIL and COBIT, with a specific focus on IT outsourcing.…”

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“…So, these factors should be mapped with the goal of the ITSM in order to achieve a quality of service and increase customer satisfaction. According to (Alqahtani, 2017), the objectives of ITSM can be different based on the organization's needs, directors, system, and other stakeholders who are susceptible to the organization's policies. Hence, the company should align its strategic plan based on the purpose of ITSM.…”

“…The reflection of the respondents was also confirmed by various company documents. According to Figuerola (2012) 2 , ITIL informs what an organization does rather than how to do it. Therefore, it is the responsibility of the given organization or division to examine the ground for successful implementation or improvement of ITIL.…”