Towards a Framework for Understanding Adoption, Implementation and Institutionalization of ITIL

Allan Salling Pedersen, Niels Bjørn-Andersen

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    Abstract

    ITIL has been proposed and indeed adopted by many as a framework for solving the problem of IT Service Management. It has been available for organizations for more than 10 years and initial adoption has been high. However, consultancy surveys of ITIL adoption, implementation and institutionalization show that there are only few complete and institutionalized ITIL implementations. This paper presents work in progress on a comprehensive ITIL literature review, focussing on critical success factors and benefits documented in scientific literature about ITIL implementation. Based on this, the paper presents a draft framework aiming at assisting organizations during their decisions regarding ITIL adoption, implementation and institutionalization.
    Original languageEnglish
    Title of host publicationProceedings of IRIS 2011
    EditorsTimo Leino
    Number of pages39
    Place of PublicationTurku
    PublisherTurku Centre for Computer Science
    Publication date2011
    Pages601-639
    ISBN (Electronic)9789521226489
    Publication statusPublished - 2011
    EventThe 34th Information Systems Research Seminar in Scandinavia. IRIS 2011 - Turku, Finland
    Duration: 16 Aug 201119 Aug 2011
    Conference number: 34

    Conference

    ConferenceThe 34th Information Systems Research Seminar in Scandinavia. IRIS 2011
    Number34
    CountryFinland
    CityTurku
    Period16/08/201119/08/2011
    SeriesTUCS Lecture Notes
    Number15

    Keywords

    • IT service management
    • ITIL
    • Best practice adaption
    • Best practice implementation
    • Best practice institutionalization

    Cite this

    Salling Pedersen, A., & Bjørn-Andersen, N. (2011). Towards a Framework for Understanding Adoption, Implementation and Institutionalization of ITIL. In T. Leino (Ed.), Proceedings of IRIS 2011 (pp. 601-639). Turku Centre for Computer Science. TUCS Lecture Notes, No. 15