Investigating Critical Success Factors in Implementing ITIL Framework

Abstract

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.

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

“…However, training of employees, broad organisational participation in process design and providing resources, and readiness to change are all factors in the successful implementation of ITIL and ITSM. Another key finding of the research was that significant outcomes or benefits of both ITIL and ISM included better customer satisfaction and better quality of service [4,5,12].…”

“…However, ITIL offers a complete framework of best practices for ITSM, and ITIL has been becoming more common due to the pressure to reduce costs, to push service management into excellence, to introduce SLAs to measure user experience, and because of IT"s requirement to conform with regulations [5,12]. References [4] and [16] identified several challenges that might face an organisation when establishing an ITIL framework. These include resistance of cultural change by staff, resource management problems such as employees, time, and money, and delays in the selection of the right tools.…”

“…Implementation of ITSM Reference [3] defined ITSM is a framework for delivery of IT that concentrates on the management field of IT processes such IT services and products. The benefits expected from implementing an ITIL framework such as ITSM are: "alignment with business needs, negotiated achievable service levels, predictable consistent processes, efficiency in service delivery, measurable, improvable services and processes, alignment of IT services with current and probable future business needs, improved quality of IT services, a reduction in the long-term costs of service provision, better communication between suppliers and customers, and a common language where terms are defined" [2,[4][5][6]. The benefits of ITSM can be different based on the objective of the system and administrative aims.…”

“…Reference [4] discussed CSFs that influence successful implementation of ITSM with concentration on ITIL organisations in Iran as a developing country. The factors that might affect the implementation of ITSM in organisations include: staff training, top management, communication between departments, usage of consultants and experts, careful selection of software, organisational culture, and customer satisfaction.…”

“…Reference [4] defined ITSM as a framework for constructing IT operations that enable organisations to "deliver quality IT services" and "to meet business needs" and obligation to SLAs. However, ITIL offers a complete framework of best practices for ITSM, and ITIL has been becoming more common due to the pressure to reduce costs, to push service management into excellence, to introduce SLAs to measure user experience, and because of IT"s requirement to conform with regulations [5,12].…”