Paper Type

Completed Research Paper

Abstract

Based on the aggregated findings of 25 studies from the literature, this paper presents a comprehensive overview of the impacts, motivation, and success factors of the adoption of the IS/IT service management reference framework ITIL in IS/IT service organizations in practice. Positive effects across studies include increased customer satisfaction, service quality, and the increase of time and cost efficiency for service provision. For the introduction of ITIL, top management support, dedicated change management, and the introduction of “quick win” processes were key success factors. Based on these findings, the author discusses several implications for further research on service design and management beyond the domain of IT service management.

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A Meta-Study on the Effects of Adopting and Using the ITIL Reference Framework on IS/IT Service Organizations: Implications for Service Design and Management beyond the IT Domain

Based on the aggregated findings of 25 studies from the literature, this paper presents a comprehensive overview of the impacts, motivation, and success factors of the adoption of the IS/IT service management reference framework ITIL in IS/IT service organizations in practice. Positive effects across studies include increased customer satisfaction, service quality, and the increase of time and cost efficiency for service provision. For the introduction of ITIL, top management support, dedicated change management, and the introduction of “quick win” processes were key success factors. Based on these findings, the author discusses several implications for further research on service design and management beyond the domain of IT service management.