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An Investigation Into the Critical Success Factors of Implementing Information Technology Service Management Frameworks
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Author(s): Ahad Zare Ravasan (Mehralborz Institute of Higher Education, Iran), Mohammad Mehrabioun Mohammadi (Allameh Tabataba'i University, Iran)and Homa Hamidi (Mehralborz Institute of Higher Education, Iran)
Copyright: 2018
Pages: 19
Source title:
Corporate and Global Standardization Initiatives in Contemporary Society
Source Author(s)/Editor(s): Kai Jakobs (RWTH Aachen University, Germany)
DOI: 10.4018/978-1-5225-5320-5.ch009
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Abstract
During the last decade, many organizations have adopted information technology service management (ITSM) frameworks such as information technology infrastructure library (ITIL). However, such efforts are challenging and costly and not all have been successful. Keeping this in mind, this chapter seeks to identify critical success factors (CSFs) that impact successful implementation of ITSM frameworks with a focus on ITIL. Hence, based on a mixed method, at first, with the semi-structured interviews and literature review, 22 success factors were identified. The data of 122 valid questionnaires were analyzed using robust exploratory factor analysis (EFA) to validate and categorize identified factors. Finally, 22 CSFs are categorized under five “organizational,” “human resources,” “project management,” “managerial,” and “process” main groups. The findings of this study have provided a very useful reference for IT standardization scholars and practitioners to identify the important issues of ITSM frameworks implementation projects in research and practice.
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