Justifications, Strategies, and Critical Success Factors in Successful ITIL Implementations in U.S. and Australian Companies: An Exploratory Study

  title={Justifications, Strategies, and Critical Success Factors in Successful ITIL Implementations in U.S. and Australian Companies: An Exploratory Study},
  author={Carol E. Pollard and Aileen Cater-Steel},
  journal={Information Systems Management},
  pages={164 - 175}
Abstract A growing number of organizations are implementing the ITIL (IT Infrastructure Library) “best practice” framework in an attempt to improve their IT service management processes. However, not all ITIL implementations are successful and some companies have been disappointed with the outcomes. This exploratory research reports on four case studies of “successful” implementations of IT service management using the process-based ITIL V2 framework. Two companies are located in the U.S. and… 

ITIL and the creation of a Service Management Office (SMO): A new challenge for IT professionals: An exploratory study of Latin American companies

Evidence suggests that the main challenges on implementing ITIL are the time devoted by the IT staff involved in the project, their capabilities in the understanding of ITIL purposes, and the support from senior management; therefore, the existence of an SMO could represent a way of facing those challenges and realizing ITIL benefits more effectively.

Implementation of IT service management in Australia: case studies focusing on organisational change strategies

In order to provide better Information Technology (IT) services to their customers, organisations are increasingly implementing the IT Infrastructure Library (ITIL). ITIL describes processes,

Improvement of IT service processes: a study of critical success factors

This study identified critical factors for success and failure of the improvement of IT service processes by doing a systematic mapping study and by snowballing and identified factors such as: project implementation strategy; support, commitment, and involvement; processes; and internal and external resources.

Developing an Assessment Tool of ITIL Implementation in Small Scale Environments

Results show that the top management support is the most important factor for Moroccan SMEs and it is found that an approach for determining ITIL processes implementation sequencing order need to be developed in order to achieve quick wins.

Investigating Critical Success Factors in Implementing ITIL Framework: The Case of a Developing Country

Nowadays, many organizations adopt Information Technology Service Management (ITSM) best practices to enhance their IT service related processes. Although many organizations have adopted ITSM

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

An exploratory in-depth case study of two public service organizations in the kingdom of Saudi Arabia deemed successfully implemented ITIL V3 processes is presented to shed light on success factors and challenges to offer a learning experience for organizations currently undergoing or planning ITIL implementation.

Setting the Stage for a Successful ITIL Adoption: A Delphi Study of IT Experts in the Norwegian Armed Forces

This research has studied what are the most important factors for the successful adoption of ITIL, and bases its results and conclusions on a study in which a ranking-type approach to the Delphi method has been conducted in the Norwegian Armed Forces.

A Meta-Study on the Effects of Adopting and Using the ITIL Reference Framework on IS/IT Service Organizations: Implications for Service Design and Management beyond the IT Domain

Positive effects across studies include increased customer satisfac tion, service quality, and the increase of time and cost efficiency for services provision in IS/IT service organizations in practice.

IT Service Management: A Cross-national Study of ITIL Adoption

The study found organisations adopting ITIL implemented more operational level processes than the tactical/strategic level processes, which varied on industry sector, and in part on organisation size.

Exploring the Relationship between Information Technology Infrastructure Library and Process Management: Theory Development and Empirical Testing

The results show that the level of process management increases as the implementation status of the ITIL processes increases, and the relationship is strongest for process documentation, process monitoring, and process certification, and weakest for process improvement and process ownership.



ITIL as common practice reference model for IT service management: formal assessment and implications for practice

The article critically assesses the ITIL reference model on the basis of established criteria according to the principles for proper modelling and implications for IT management are deduced.

Service-Oriented IT Management: Benefit, Cost and Success Factors

This paper investigates to what effect service- oriented IT management has already been put into place in European companies and shows three typical benefit categories of service-oriented IT management.

Implementation of IT infrastructure library (ITIL) in Australia: progress and success factors

[Abstract]: Despite the phenomenal popularity of ITIL as reported in IT practitioner magazines, there has been little academic research published to date about issues related to ITIL adoption and

Vicious and virtuous cycles in ERP implementation: a case study of interrelations between critical success factors

This article describes how one list of CSFs was used to analyse and explain project performance in one ERP implementation in the aviation industry, which led to a serious project crisis but this situation was turned around into a success.

The roles of TQM and BPR in organisational change strategies: a case study investigation

The aim of this study, which followed two prior postal surveys, was to explore in detail, the roles of incremental improvement typified by TQM, and radical innovation in the form of BPR, in

Implementing centralised IT service management: drawing lessons from the public sector

[Abstract]: The IT service management model represents a paradigm shift for IT organisations as it deemphasizes the management of IT assets and focuses on the provision of quality end-to-end IT

Service Management in Operations

Significant conceptual confusion is found across the several IT service management models, indicating a need for better definitions, clearer terminology, and broader disseminat ion of framework information.

Business process approach towards an inter-organizational enterprise system

The study examined the different ERP lifecycle phases and provided the insight factors that were crucial to overall success in implementing ERP.

Evaluation of service-oriented IT management in practice

The transformation from a technology- oriented IT department to a client-focused IT service provider with a methodological structuring of internal IT processes can only be guaranteed by service-oriented IT management, which concentrates especially on the management of IT services.

Evidence that use of the ITIL framework is effective

The Information Technology Infrastructure Library (ITIL) is a framework outlining best practice in ICT Service Management. To date, ITIL is the only comprehensive, non-proprietary, publicly available