Drawing on Critical Success Factors (CSFs) and Organisational Learning (OL) theories, the present study examined the CSFs of Information Technology Infrastructure Library (ITIL) implementations. Organisations evaluated their manners of managing Information Technology (IT) and decided to move from technology management toward service management that is called Information Technology Service Management (ITSM). ITIL represents one of the most famous ITSM best practices. However, with the absence of a practical ITIL implementation approach based on a theoretical solid ground, many organisations faced unpredictable obstacles and waste valuable resources. The present research aimed to identify a theoretical basis that allows understanding the success of ITIL implementations. Therefore, I first reviewed and analysed the literature of ITIL implementation CSFs to identify appropriate theoretical basis. The analysis led to proposing 4i framework as an OL model to interpret the successful and failed ITIL implementations. I then investigated empirically three case studies: successful, failed and partially successful ITIL implementations. Interviews were used to collect retrospective data from essential people involved in ITIL implementations. The present research applied method triangulation as it also used documents as another data source to understand the longitudinal aspects of the case studies. Collected data was thoroughly analysed qualitatively using two analytical methods. First, to analyse the case studies, I used a thematic analysis approach, namely Framework analysis method. While the Framework analysis findings implied the existence of interrelations among ITIL implementation CSFs, it also exposed the influential roles of the time element and the order of events on learning. Therefore, I then reanalysed the case studies using the event narrative method that concentrated on the events of ITIL implementations and their sequences. The findings of the event narrative analysis proposed a network of CSFs of ITIL implementations. Accordingly, the present research introduce four conceptual terms related to CSFs: contextual CSF, dynamic CSF, supreme CSF and network of CSFs. Finally, through the discussion of research findings in light of related literature of ITSM, CSFs and OL, I extended the network of CSFs to propose the Model of Implementing ITIL Successfully (MIIS) as an extension of 4i framework to understand success and failure of ITIL implementations.
| Identifer | oai:union.ndltd.org:bl.uk/oai:ethos.bl.uk:753714 |
| Date | January 2017 |
| Creators | Alsawadi, Hussameddin Abdullah |
| Publisher | De Montfort University |
| Source Sets | Ethos UK |
| Detected Language | English |
| Type | Electronic Thesis or Dissertation |
| Source | http://hdl.handle.net/2086/16356 |
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