Strategising IT service management through ITIL implementation: model and empirical test

Abstract

Research on the Information Technology Infrastructure Library (ITIL) lacks appropriate theories and models that capture the distinct characteristics and implications of the ITIL implementation practice. The purpose of this study is to close this gap. Based on a literature review, we develop and empirically validate a theoretical model: the ITIL Implementation Project Model. The model includes significant antecedents, which provide a foundation upon which an effective ITIL implementation project can be built, as well as the pertinent effects of implementing ITIL. The results contribute to the current research stream on the strategising of IT service management as well as to an improved understanding of the IT function in organisations. The model provides IT executives with practices for improving ITIL implementation quality and for assessing the benefits of their efforts.

Keywords:

• IT service management
• ITSM
• Information Technology Infrastructure Library
• ITIL
• the ITIL implementation project model
• IT function
• information systems strategising

Notes

1 At a recent (2014) large international itSMF conference, a panel of ITIL authors and influential publicists were asked about their familiarity with academic research on ITIL implementation. None of them was able to point to any research or research community in this field.

2 In increasing order of sophistication, ITIL certification has these levels: ITIL Foundation, ITIL Immediate, ITIL Expert, and ITIL Master.