Barriers to Implementing ITIL-A Multi-Case Study on the Service-based Industry

Abstract

ABSTRACT This paper reports the findings of a multi-case study on three service-based companies. It intends to highlight the difficulties that the customer service centers of these companies had in their attempt to implement IT infrastructure library to improve organizational efficiency. The study was designed to collect data related to the barriers to investment in information technology infrastructure library (ITIL) across service and process. The main research method involved interviews in the organizational settings. The framework of balanced scorecard (BSC) was used to collect the data. Results of the multi-case study showed that the ITIL downsides were: 1) incongruence between quality improvement and customer’s expectation, 2) inefficiency in meeting customer’s needs, 3) conflicts between standardized processes and unanticipated requests, 5) lack of autonomy and calcified learning scope, and 6) people lacking integrative capability. Keywords: Total Quality Management, IT Service, ITIL