Success Factors for Integrated Itil Deployment: An it Governance Classification

Abstract ITIL (IT infrastructure library) is a specific, detailed, and widely used service management framework commonly implemented with relevant IS controls from ITG frameworks resulting in integrated ITIL deployment. Since cultural differences impact ITG implementations, it remains unknown whether the success factors of ITG implementation that are applicable in one context can be transposed into a distinctly different context and lead to integrated ITIL deployment. Hence the objective of this study is to come up with a set of success factors from the Asian context gleaned through (I) a high level ITG model and (2) an ITIL specific perspective resulting in a classified set of success factors from an ITG perspective for integrated ITIL deployment. This is done through an exploratory study of six successful LTG/ITIL implemented organizations in the United Arab Emirates through interviews with key IS audit and security personnel. Information is obtained from the respondents on the appropriate success factors to be used for ITIL deployment rather than their experiences in implementing ITIL. While valuable research have been done on ‘best practices’, ‘critical success factors’, ‘success factors’, and ‘adoption factors’ for ITIL implementation, the objective in this study is not only to test the existing list in a different context but also extend and classify the list from a broader ITG and ITIL specific perspective, and to provide contextual positioning of success factors for practitioners