Developing an Assessment Tool of ITIL Implementation in Small Scale Environments

Abstract

—Considering the problematic of IT Service Management (ITSM) frameworks Implementation in SMEs, among the various frameworks available for companies to manage their IT services, ITIL is recognized as the most structured and effective framework. Nevertheless, ITIL has been criticized for not been appropriate for small scale enterprises. This paper provided a practical tool formally developed according to Design Science Research (DSR) approach, it aimed to find out the key factors that affect ITIL implementation success in SMEs, the objective was to eliminate the misunderstanding of the IT service management model's implementation purpose. It determines various Critical Success Factors (CSFs) of ITIL implementation, the weight of each CSF is calculated with Analytical Hierarchy Process (AHP) and the evaluation was executed in a Moroccan SME. Therefore, it provides an evaluation method in order to help researchers and managers to determine the issues related to local culture of SMEs while adopting ITIL Framework. Results show that the top management support is the most important factor for Moroccan SMEs. It is found that an approach for determining ITIL processes implementation sequencing order need to be developed in order to achieve quick wins.