Report on Effective Organizational Change for ITIL Implementation

This report examines the implementation of the Information Technology Infrastructure Library (ITIL) framework, focusing on organizational change strategies and their impact on the success or failure of ITIL adoption. The study utilizes a multiple-case study methodology, analyzing eight successful ITIL implementations in large Australian organizations. The research employs Leavitt’s Diamond as a socio-technical systems approach to identify key attributes of effective change strategies. The report highlights the importance of understanding the ITIL framework, which is a process-based framework for IT service management, and its benefits such as standardization, enhanced customer satisfaction, and improved service reliability. It also discusses the complexities involved in ITIL implementation, including the need for significant investment, employee training, and organizational transformation. The study emphasizes the importance of organizational change factors, drawing on both successful and unsuccessful implementations to identify critical elements for success. The research methodology involves literature review and case study analysis, interviewing project managers, CIOs and other delegates involved in successful implementation of ITIL to gather accurate information. The findings underscore the significance of aligning organizational change strategies with ITIL implementation to achieve desired outcomes in IT service management.

Running head: IMPLEMENTING ITIL
IMPLEMENTING ITIL
Name of the Student
Name of the university
Author note

1IMPLEMENTING ITIL
Theoretical framework
The authors try to provide informations about the change strategies of organizations
when implementing ITIL. This as said has a strong connection with the success or the failure
of ITIL implementation within an organization. Considering the fact that global spending on
ICT or information and communication technology has grown and that IT services contribute
up to 60-90 percent of the total cost related to IT ownership, there is a need to implement
ITIL that is Information Technology Infrastructure Library. In order to understand ITIL
implementation one needs to get an idea of what ITIL actually is. The authors have provided
a definition for their readers to get an idea of the thing. The discussion to the main topic starts
with a brief definition of ITIL that says it is a process-based framework for IT service
management or ITSM. This focuses on two main factors that are IT production and the
operational quality issues. The content of the article is well structured as after getting to
know about the definition one would certainly think for the advantages of the framework and
the authors provide the answer just after that. The benefits that an organization can receive
after implementing ITIL are standardization of the IT services, enhance customer satisfaction
and bring an increase in not only the reliability but also the availability of the IT services.
Then there could be question on the minds of a reader as why this is said to complex
framework and the answer aptly provided by the authors. This is said to be a complex
framework as this requires significant work to deploy the same at different critical levels.
This facilitates day-to-day use and is dependent on three elements that are process, people
and tools which also are the main key of the management system. Implementing ITIL
requires the organizations to invest heavily on the process, provide adequate training to the
employees, and bring in changes to the processes, organizational culture and as a whole
various other transformations to the operations of the organization. Implementation of ITIL is
said to be as a complex activity affecting almost every member of an organization. ITIL

2IMPLEMENTING ITIL
follows a specific methodology and is process dependent that is supported by appropriate
technology. The implementation of ITIL affects the work that has been undertaken along with
the structure of the organization as well as the various roles. Before going forward with the
implementation of ITIL every organization requires that they have a proper understanding of
the process or the changes that require to be done in the organization for carrying out the
venture. All things related to an organization have to do a lot with ITIL implementation such
as the social as well as the technical aspects of a firm. The organizational change factors
having an influence on the success or failure of ITIL implementation are identified in the
article. Organizations implementing ITIL can consider the examples of the firms that have
been successful in their venture as well as those who have failed. From this they will get to
know what factors helped them succeed or what those factors that led to the failure were.

3IMPLEMENTING ITIL
Research format
The authors have conducted literature review so that they could get some concepts
related to this topic from the previous works. From the past works, concepts such as IT
service management and ITIL and organizational changes have been identified. When
discussing on the service management, some ten success criteria have been discussed that
include factors such as customer satisfaction, bringing in improvisations on IT service
management and many more. Under the purview of organizational changes, change
management approaches, different types of the changes and other such factors associated
have been discussed. In order to understand the essential factors behind the implementation
of ITIL, eight different case studies of Australian companies have been considered which
have been successful in implementing the framework. From the case studies, major roles
while implementing ITIL have been identified and persons in these roles interviewed. Thus, it
can be said the research methodology undertaken is appropriate as interviewing project
managers, CIOs and other such delegates involved in successful implementation of ITIL are
the only persons who can give proper details about the same. The practical scenario can be
best understood from the experience of these persons in the project. The authors did not just
consider theoretical facts but rather chose to analyze these case studies so that accurate
information can be obtained on the topic.

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Bibliography
Blumberg, M., Cater-Steel, A., Rajaeian, M. M., & Soar, J. (2019). Effective organisational
change to achieve successful ITIL implementation. Journal of Enterprise Information
Management.