IT service management: a cross-national study of ITIL adoption

Marrone, Mauricio and Gacenga, Francis and Cater-Steel, Aileen and Kolbe, Lutz (2014) IT service management: a cross-national study of ITIL adoption. Communications of the Association for Information Systems, 34 (1). pp. 865-892.


IT Service Management (ITSM) is transforming the management of the IT function on a global scale with major changes in work practices. The intent of this study is to empirically explore how IT service management is adopted in today's global economy. The paper examines the adoption of ITSM processes as defined in the IT Infrastructure Library (ITIL®). The adoption of operational processes is compared to that of tactical/strategic level processes and the contribution of country, size and industry sector to variation in adoption of ITIL processes is assessed. Institutional theory is used as a foundation for the study. The analysis is based on 623 responses to three surveys conducted in the UK, USA, DACH (German speaking countries) and Australia.
The study found organisations adopting ITIL implemented more operational level processes than the tactical/strategic level processes. DACH countries exhibit higher ITIL process adoption than the UK, USA and Australia. Adoption varied on industry sector, and in part on organisation size. Based on a discussion of theory and practice, the paper derives insights for academics and industry when introducing ITSM in the IT function.

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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: © 2014 by the Association for Information Systems. Permanent restricted access to published version due to publisher copyright policy.
Faculty/School / Institute/Centre: Current - Faculty of Business, Education, Law and Arts - School of Management and Enterprise
Date Deposited: 10 Mar 2014 05:01
Last Modified: 01 Jul 2016 03:44
Uncontrolled Keywords: cross-national study; IT service management; IT infrastructure library; ITIL; institutional theory; organisation size; industry sector
Fields of Research : 15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150301 Business Information Management (incl. Records, Knowledge and Information Management, and Intelligence)
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: B Economic Development > 91 Economic Framework > 9104 Management and Productivity > 910406 Technological and Organisational Innovation

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