IJIMT 2018 Vol.9(4): 145-151 ISSN: 2010-0248
doi: 10.18178/ijimt.2018.9.4.804

Evaluation of Detailed CSFs and Benefits Model for ITIL Implementation

Hitoshi Tsunoda and Yasunobau Kino
Abstract— In recent years, information technology infrastructure library (ITIL) has become a global de facto standard in the field of system operations of enterprise information systems. However, many companies face problems in implementing an ITIL (introduction, fixing, improvement) as it is very difficult. Although numerous empirical studies on ITIL's critical success factors (CSF) and benefits have been conducted, the results of these research works are somewhat abstract and a more detailed model of CSFs is required for IT departments. In addition, CSFs has been analyzed based on variables outside of the IT department or from a senior management viewpoint. CSFs has not been discussed from the internal viewpoint of the IT department. Based on the background and issues, this research aims to clarify the mechanism from CSFs to benefits on ITIL implementation by using detailed CSFs internal viewpoint of the IT department. In this research, we interviewed 20 employees from the IT department of various companies in Japan and proposed the “Detailed CSFs and Benefits Model” and evaluated it via a ITIL process improvement case. The results showed that 17 of the 18 detailed CSFs and benefits of the model could be observed.

Index Terms— IT service management, ITIL, CSFs, benefits.

Hitoshi Tsunoda and Yasunobu Kino are with the University of Tsukuba, Tokyo, Japan (e-mail: jin.tsunoda@gmail.com, tokoropv0321@gmail.com).

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Cite: Hitoshi Tsunoda and Yasunobau Kino, " Evaluation of Detailed CSFs and Benefits Model for ITIL Implementation," International Journal of Innovation, Management and Technology vol. 9, no. 4, pp. 145-151, 2018.

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