| dc.description.abstract | The enterprise in this case study was highly convinced that the implementation of ITIL
in the organization would lead to higher IT service quality and efficiency. Consequently, with
the support from the CIO, every member of the IT department was requested to attend the
ITIL training courses. Moreover, senior project managers were assigned to be the Process
Owners in charge of their respective process planning. However, the online system support
tool was not implemented simultaneously with the Phase I implementation of ITIL
paper-based manual procedure was used instead. This manual procedure was inefficient, and
it not only directly multiplied the workload of IT members, but also increased the complexity
of the processes. Thus, the benefit of the ITIL implementation was significantly lower than
anticipated.
This study attempts to evaluate the status of ITIL implementation, and identify the
critical success factors in implementing ITIL in the case company. Questionnaires and
interviews were employed in the study. Issues evaluated include: position of IT personnel
involved, attendance in ITIL training courses, awareness and understanding of the processes
and goals of ITIL, perceived benefits of ITIL, expectation towards ITIL, attribution to the
difficulties in ITIL implementation, workload increase and resistance; deficiencies and
suggested remedy in processes, and attitude towards ITIL with automated system tools.
Based on analysis of the data, the critical success factors and suggestions to the
subsequent implementation of ITIL are presented as follows, (1) obtain continuing blanket
support from high level management, (2) stress the importance of training courses, (3) assign
appropriate managers to oversee process development, (4) define process owners and their
responsibilities clearly, (5) implement convenient and efficient system tools, and (6) create
ITIL-friendly culture.
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