Effective organisational change to achieve successful ITIL implementation: Lessons learned from a multiple case study of large Australian firms

摘要

Purpose Although an increasing number of organisations implement the Information Technology Infrastructure Library (R) (ITIL (R)) 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.