Effective organisational change to achieve successful ITIL implementation

Abstract

Purpose Although an increasing number of organisations implement the Information Technology Infrastructure Library® (ITIL®) with the aim to improve provision of information technology services to their customers, a significant number of ITIL implementations do not achieve the expected outcomes. The organisational change strategies of organisations during ITIL implementation initiatives may have an effect on success, but empirical research on this topic is scarce. The paper aims to discuss these issues. Design/methodology/approach A multiple case study methodology comprising successful ITIL implementations in eight large Australian organisations is used. A socio-technical systems approach represented by Leavitt’s Diamond is adopted as a lens to shed light on the attributes of effective organisational change strategies for successful ITIL implementation. Findings This paper identifies organisational change strategies employed by organisations that have effected a successful ITIL implementation. The authors identified that the ITIL implementation required changes to the four components of the socio-technical work system (STS) identified in Leavitt’s Diamond. Changes to one STS component affected other STS components when implementing ITIL; and that effort applied to the STS components did not need to be equal, but appropriate to the requirements of the ITIL implementation and the organisation. Research limitations/implications The sample size of eight ITIL implementation cases studied may limit the generalisation of findings. Practical implications This research provides IT service management researchers and ITIL practitioners, for the first time, information about organisational change strategies as applied to successful ITIL implementations. Originality/value This research has developed novel insights into organisational change strategies and ITIL implementation that had not previously been explored.

The impact of digital transformation on academic work

“…Therefore, as it is interdependent, it has been suggested that to maintain a balance between the groups, all four components should be in alignment (Donner, 2022, p. 3). Thus, change is needed in all areas (Blumberg et al, 2019;El Sawy, 2001) of an organisation.…”

Dampak Transformasi Digital Berdasarkan Lensa Teoritis Socio-Technical System: Kajian Literatur

“…Keluaran dari sistem kerja tersebut bekerja secara independen akan tetapi saling terhubung. Jika mengubah satu komponen makan akan mengubah komponen lainnya (Blumberg et al 2019).…”

4IR integration of information technology best practice framework in operational technology

“…Studies by Sharifi et al (2008), Blumberg et al (2019), Ahmad et al (2013) and Pollard and Cater-Steel (2009) looked into the critical success factors that are common in successful ITIL implementation which are as follows: Top management support; communication and cooperation; ITIL awareness and training; interdepartmental collaboration; process priority; software tools selection; proper change management; customer/end-user orientation; appointment of expert consultants; maintaining momentum, project management; and monitoring and evaluation. All the critical success factors must work together in unison and receive appropriate effort.…”