ITIL Implementation:  critical success factors a comparative case study using the BPC framework

Keld Pedersen, Pernille Kræmmergaard, Bjarne Christoffer Lynge, Christoffer Dalby Schou

    Research output: Journal Article or Conference Article in JournalJournal articleResearchpeer-review

    Abstract

    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.
    Original languageEnglish
    JournalJournal of IT Cases and Applications
    Volume12
    Issue number2
    ISSN1522-8053
    Publication statusPublished - 2010

    Keywords

    • Business Process Change (BPC)
    • Comparative cases study
    • Information Technology Infrastructure Library (ITIL)
    • Critical Success Factory
    • Implementation

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