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Technology adoption model and a road map to successful implementation of ITIL

Norita Ahmad (American University of Sharjah, Sharjah, United Arab Emirates)
Noha Tarek Amer (American University of Sharjah, Sharjah, United Arab Emirates)
Faten Qutaifan (American University of Sharjah, Sharjah, United Arab Emirates)
Azza Alhilali (American University of Sharjah, Sharjah, United Arab Emirates)

Journal of Enterprise Information Management

ISSN: 1741-0398

Article publication date: 14 October 2013

Abstract

Purpose

The purpose of this paper is to propose the use of technology adoption model UTAUT as an adoption model of IT governance frameworks, specifically Information Technology and Infrastructure Library (ITIL). The aim is to help the decision maker to better map ITIL processes with business performance, to make a better decision on what processes to implement, and how to implement them.

Design/methodology/approach

The paper uses a literature review detailing critical success factors of ITIL implementation. The proposed model was then implemented by applying it to a case study of a company in the United Arab Emirates where the ITIL implementation project failed.

Findings

The proposed model gives ITIL the flexibility to work for a wide variety of industries and businesses, but it also introduces many challenges. One of the most apparent challenges is to map ITIL processes to the real world. As a result to analyzing the case study in light of the adoption model, a road map to successful implementation of ITIL is proposed.

Research limitations/implications

This research is targeted more toward practitioners such as the IT experts; therefore further studies need be conducted to understand the views of the business in respect to the challenges and benefits of the ITIL implementation.

Originality/value

The paper proposed an adoption model for ITIL based on UTAUT which is evidently absent from the current literature. The research findings lead us to a proposal of a roadmap for ITIL implementing.

Keywords

Citation

Ahmad, N., Tarek Amer, N., Qutaifan, F. and Alhilali, A. (2013), "Technology adoption model and a road map to successful implementation of ITIL", Journal of Enterprise Information Management, Vol. 26 No. 5, pp. 553-576. https://doi.org/10.1108/JEIM-07-2013-0041

Publisher

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Emerald Group Publishing Limited

Copyright © 2013, Emerald Group Publishing Limited