Abstract
This research investigates ITSM adoption and adaptation, and the challenges faced by leading Kenyan companies. Using a case study approach and guided by ISO/IEC 20000 and ITIL frameworks, the study highlights how Kenyan organizations successfully leverage ITSM to improve operational efficiency, customer satisfaction, and innovation capabilities. Findings offer recommendations for businesses in Kenya seeking to optimize their IT service delivery for competitive advantage in a rapidly digitizing economy.
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