Justifications, strategies, and critical success factors in successful ITIL implementations in U.S. and Australian companies: an exploratory study

Pollard, Carol and Cater-Steel, Aileen (2009) Justifications, strategies, and critical success factors in successful ITIL implementations in U.S. and Australian companies: an exploratory study. Information Systems Management, 26 (2). pp. 164-175. ISSN 1058-0530

[img]
Preview
Text (Accepted Version)
Pollard_Cater-Steel_AV.pdf

Download (276Kb)

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 two in Australia. The cases demonstrate a mix of implementation justifications and strategies. Critical success factors (CSFs) suggested in the literature are compared against those attributed to these successful ITIL implementations. Some CSFs, including executive management support, interdepartmental communication and collaboration, use of consultants, training and careful software selection are confirmed. Three new CSFs are identified: creating an ITIL-friendly culture, process as a priority, and customer-focused metrics. Practitioner guidelines, to assist IT managers, who are contemplating adopting ITIL for process improvement and organisational transformation, are also provided together with some challenges encountered and their associated resolutions.


Statistics for USQ ePrint 5287
Statistics for this ePrint Item
Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: Author's version deposited in accordance with the copyright policy of the publisher.
Depositing User: Dr Aileen Cater-Steel
Faculty / Department / School: Historic - Faculty of Business - School of Information Systems
Date Deposited: 12 Nov 2009 04:32
Last Modified: 04 Aug 2014 19:29
Uncontrolled Keywords: IT infrastructure library; ITIL; service management; critical success factors; case studies
Fields of Research (FOR2008): 08 Information and Computing Sciences > 0806 Information Systems > 080608 Information Systems Development Methodologies
15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150307 Innovation and Technology Management
08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management
Socio-Economic Objective (SEO2008): B Economic Development > 89 Information and Communication Services > 8999 Other Information and Communication Services > 899999 Information and Communication Services not elsewhere classified
Identification Number or DOI: doi: 10.1080/10580530902797540
URI: http://eprints.usq.edu.au/id/eprint/5287

Actions (login required)

View Item Archive Repository Staff Only