Critical Success Factors in IT Service Management Implementation: People, Process, and Technology Perspectives

Abstract

IT Service Management (ITSM) projects often involve huge investment but the failure rate of them continues to be high. With an increasing number of ITSM implementation in developing countries such as China, it is necessary for them to understand the critical success factors that exist in ITSM project. ITSM is a combination of people, process, and technology that seeks to provide high-quality IT services. Many organizations have difficulty in implementing ITSM successfully, mostly because they have not attached enough importance to people, process, and technology. This research uses Delphi method to investigate the critical success factors in ITSM implementation based on these three perspectives and generates a list of 48 critical success factors. Then the 12 most critical factors are discussed. This paper not only validates the results of previous studies, but also provides a more systematic and comprehensive analysis about the factors that influences successful ITSM implementation.