TY - JOUR
T1 - ITIL Implementation: critical success factors a comparative case study using the BPC framework
AU - Pedersen, Keld
AU - Kræmmergaard, Pernille
AU - Lynge, Bjarne Christoffer
AU - Dalby Schou, Christoffer
PY - 2010
Y1 - 2010
N2 - This article examines critical success factors for the implementation of an IT Infrastructure Library (ITIL)1. It uses a case study methodology grounded in Business Process Change (BPC) theory to compare a successful ITIL implementation with an unsuccessful one. Data was collected by conducting interviews at various levels in two organizations. The study identifies several critical success factors related to ITIL implementation and compares these factors with factors identified by previous research in order to highlight areas that need specific attention when implementing ITIL.
AB - This article examines critical success factors for the implementation of an IT Infrastructure Library (ITIL)1. It uses a case study methodology grounded in Business Process Change (BPC) theory to compare a successful ITIL implementation with an unsuccessful one. Data was collected by conducting interviews at various levels in two organizations. The study identifies several critical success factors related to ITIL implementation and compares these factors with factors identified by previous research in order to highlight areas that need specific attention when implementing ITIL.
KW - Business Process Change (BPC)
KW - Comparative cases study
KW - Information Technology Infrastructure Library (ITIL)
KW - Critical Success Factory
KW - Implementation
M3 - Journal article
SN - 1522-8053
VL - 12
JO - Journal of IT Cases and Applications
JF - Journal of IT Cases and Applications
IS - 2
ER -