ITIL IMPLEMENTATION: CRITICAL SUCCESS FACTORS A COMPARATIVE CASE STUDY USING THE BPC FRAMEWORK

Keld Pedersen, Center for IT Management, Aalborg University, Denmark, keldp@epa.aau.dk
Pernille Kræmmergaard, Center for IT Management, Aalborg University, Denmark, pkj@epa.aau.dk
Bjarne Christoffer Lynge, Implement A/S, Denmark, bjarne.lynge@gmail.com
Christoffer Dalby Schou, christoffer@dschou.dk

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.