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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.
Additional information
Notes on contributors
Keld Pedersen
Keld Pedersen is Associate Professor in IS Management at the Center for IT Management at Aalborg University, Denmark. His main research interests are within information systems management and the management of information systems projects. He received his PhD in improving knowledge sharing in systems development organizations in 2005. He has previously published in journals like International Journal of Business Information Systems, European Journal of Information Systems and Information and Software Technology.
Pernille Kræmmergaard
Pernille Krœmmergaard is Professor in IS Management and Director of the Center for IT Management at Aalborg University, Denmark. She received her master’s degree in Business Administration in 1993, and her PhD in IT Implementation and Organizational Change, in 2001, both from Aalborg University, Denmark. She served as Head of the Research Group in Information Systems at Aarhus School of Business, Aarhus University, Denmark from 2004- 2008. Her research interests are within information systems and business organizations with a particular emphasis on management and implementation. She has published in journals like International Journal of Accounting Information Systems, Information and Software Technology, Information Systems Frontiers, International Journal of Information and Operations Management Education, IEEE Transaction, and Journal of Enterprise Systems.
Bjarne Christoffer Lynge
Bjarne Christoffer Lynge received his MSc in Business Administration and Information Science from Aarhus School of Business, Aarhus University, Denmark in 2008. He has worked as consultant mainly on Process Implementation and Optimization projects. His professional focus is on use and professionalization of IT and includes subjects such as ITIL, Management Information Systems and Organizational Change Management.
Christoffer Dalby Schou
Christoffer Dalby Schou received his MSc in Business Administration and Information Science from Aarhus School of Business, Aarhus University, Denmark in 2008 and is currently working with ITIL implementations in large Danish companies.
