Strategising IT service management through ITIL implementation: model and empirical test. (23rd February 2017)

• Record Type: Journal Article
• Authors: Eikebrokk, Tom R.; Iden, Jon
• Is Part Of: Total quality management & business excellence. Volume 28:Number 3/4(2017)
• Page Start: 238
• Page End: 265
• Publication Date: 2017-02-23
• Subjects: IT service management -- ITSM -- Information Technology Infrastructure Library -- ITIL -- the ITIL implementation project model -- IT function -- information systems strategising; Total quality management -- Periodicals; Quality control -- Periodicals; Quality assurance -- Periodicals; Production management -- Quality control -- Periodicals; 658.401305
• DOI: 10.1080/14783363.2015.1075872
• Languages: English
• ISSNs: 1478-3363

Abstract

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.