An Investigation Into the Critical Success Factors of Implementing Information Technology Service Management Frameworks

Abstract

During the last decade, many organizations have adopted information technology service management (ITSM) frameworks such as information technology infrastructure library (ITIL). However, such efforts are challenging and costly and not all have been successful. Keeping this in mind, this chapter seeks to identify critical success factors (CSFs) that impact successful implementation of ITSM frameworks with a focus on ITIL. Hence, based on a mixed method, at frst, with the semi-structured interviews and literature review, 22 success factors were identifed. The data of 122 valid questionnaires were analyzed using robust exploratory factor analysis (EFA) to validate and categorize identifed factors. Finally, 22 CSFs are categorized under fve “organizational,” “human resources,” “project management,” “managerial,” and “process” main groups. The fndings 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 research and practice.