Using institutionalism as a lens to examine ITIL adoption and diffusion

Cater-Steel, Aileen and Tan, Wui-Gee and Toleman, Mark (2009) Using institutionalism as a lens to examine ITIL adoption and diffusion. In: ACIS 2009: 20th Australasian Conference on Information Systems: Evolving Boundaries and New Frontiers: Defining the IS Discipline, 2-4 Dec 2009, Melbourne, Australia.

PDF (Published Version)

Download (803Kb)


This study uses institutional theory as a lens to examine the increasing global diffusion of the Information Technology Infrastructure Library (ITIL) and the motivation of individual organisations to adopt the framework. The history of ITIL is provided to illustrate how the framework has travelled through time and space. The register of organisations certified to the international standard for IT service management is analysed. Case studies reveal factors influencing the decision by managers to adopt ITIL and provide evidence to illustrate that coercive, normative and mimetic pressures have influenced the isomorphic adoption and diffusion of ITIL.

Statistics for USQ ePrint 6354
Statistics for this ePrint Item
Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: Yes
Item Status: Live Archive
Additional Information: Authors retain copyright. Cater-Steel, Tan & Toleman © 2009. The authors assign to educational and non-profit institutions a non-exclusive licence to use this document for personal use and in courses of instruction provided that the article is used in full and this copyright statement is reproduced. Those documents may be published on the World Wide Web, CD-ROM, in printed form, and on mirror sites on the World Wide Web. Any other usage is prohibited without the express permission of the authors.
Faculty / Department / School: Historic - Faculty of Business - School of Information Systems
Date Deposited: 21 Dec 2009 02:38
Last Modified: 10 Sep 2014 04:43
Uncontrolled Keywords: institutional theory; IT service management; IT infrastructure library; ITIL; case study; ISO/IEC 20000
Fields of Research : 08 Information and Computing Sciences > 0803 Computer Software > 080302 Computer System Architecture
15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150313 Quality Management
08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management
Socio-Economic Objective: B Economic Development > 91 Economic Framework > 9105 Measurement Standards and Calibration Services > 910504 Service Industries Standards and Calibrations

Actions (login required)

View Item Archive Repository Staff Only