ITIL Implementation Challenges: Two Case Studies on Change Management

This report presents a comprehensive analysis of two case studies focusing on ITIL implementation and change management within organizations. The first case study examines an ITIL implementation in a Moroccan company, highlighting the challenges faced during the implementation of incident management processes, including issues related to the IT department's qualifications and the need for outsourcing. The second case study focuses on a Bangladeshi Telecommunication Organization (Banglalink) and its ITIL implementation, exploring issues related to quality, stakeholder resistance, and employee training. The report details the classification of changes within both organizations, emphasizing the urgency of the implemented changes and their impact on business processes. The report uses an APA format with references and in-text citations.

Running head: QUALITY AND IT MANAGEMENT
QUALITY AND IT MANAGEMENT
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Table of Contents
Abstract................................................................................................................................2
Case Study One: Moroccan Company.................................................................................2
Challenges Occurred during the implementation............................................................2
Classification of Changes................................................................................................3
Case Study Two: Bangladesh Telecommunication Organization.......................................3
Challenges Occurred during implementation..................................................................3
Classification of Changes................................................................................................4
References............................................................................................................................5

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Abstract
The following report is all about two organization that has successfully implemented
change management in their firm. The first case study is all about ITIL implementation in
Moroccan based organization. The second case study is all about Bangladeshi
Telecommunication organization which has faced certain issues related to cost and quality. Two
of these firms have implemented ITIL system in their firm so that they can easily resolve some
of the major issues.
Case Study One: Moroccan Company
The organization stand out to be large organization that has a workforce of 500
employees who are organized in the way of head office (Sebaaoui & Lamrini, 2012). There is
need for creating proper equipment for incident management and complete supervisor of network
management.
Implementation of ITIL in Moroccan based organization are as follows like initialization
of project, inventory and interview of employees. Right after the initial stage, the main focus of
IT department is all about implementing certain application that supports certain business
activity (Ahmad & Shamsudin, 2013). The very first stage of employee interview is all about
having a technical facilities regarding the organization idea being adopted by IT department.
Challenges Occurred during the implementation
In this organization, there is need for change management that requires to be
implemented. The current IT department of the organization is not qualified enough for

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implementing all the changes (Sebaaoui & Lamrini, 2012). So, as a result, new employees are
outsourced to make all the necessary changes and followed by managing it.
Classification of Changes
Huge pressure on the organization has forced it to implement certain change management
in the firm (Ahmad & Shamsudin, 2013). The organization has implemented ITIL system for
avoiding any kind of complication. All the required changes can be stated as urgent one.

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Case Study Two: Bangladesh Telecommunication Organization
This particular case study which is based on Bangladeshi Telecommunication
Organization is known as Banglalink. The organization plans to implement some external IT
investment by implementation ITIL (Rabbany, 2017). The organization hopes that introduction
of ITIL will clearly have an impact on business process. It will merely help in providing much
better customer service. In addition, the organization plans to implement ITSM so that it will
help in risk management and security management.
Banglalink has faced certain number of issues related to quality. The change management
system of organization will help in improving the overall quality of different business process.
This will merely reduce the cost related to service (Sultana, 2013). IT department of organization
comes up with certain plans regarding ITIL implementation in firm. This merely works through
some systemic approach required for developing the organization and lastly service delivery
process.
Challenges Occurred during implementation
The organization has faced huge number of challenges regarding the implementation of
change management right from the stakeholders. Some of the required stakeholders aim to have
positive impact regarding the introduction of ITIL in organization (Rabbany, 2017). Most of the
employees of organization are completely scared with respect to new development. This is due to
the fact that they are not trained properly to operate some of the latest technology included in the
firm.

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Classification of Changes
The organization is encountering certain number of issues related to quality, which is
directly affecting its customer base (Sultana, 2013). Implementation of ITIL in the organization
aims to ensure that there is better data management and enhance services. All the stated changes
are stated as urgent which require certain new actions.

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References
Ahmad, N., & Shamsudin, Z. M. (2013). Systematic approach to successful implementation of
ITIL. Procedia computer science, 17, 237-244.
Rabbany, M. (2017). Challenges in implementation of ISO 20000 in it service management
organizations-a case study.
Sebaaoui, S., & Lamrini, M. (2012). Implementation of ITIL in a Moroccan company: the case
of incident management process. International Journal of Computer Science Issues
(IJCSI), 9(4), 30.
Sultana, N. (April, 2013). A Case Study on Implementing ITIL.