Factors Influencing The Implementation of it Service Management Framework in Telecom Companies: A Case Study in Ethio Telecom
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Date
2015-01-04
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Addis Ababa University
Abstract
While IT organizations attempt to implement Information Technology Service
Management (ITSM) frameworks to manage their IT services, their efforts have been
influenced by a variety of influencing factors. With regards to disclosing influencing
factors to the implementation of ITSM frameworks an attempt or minimal works have
been done in some developed countries, but there is scarcity of such researches in
developing countries in general and in Ethiopia in particular. Thus, the aim of this study
was to explore influencing factors to the implementation of Information Technology
Infrastructure Library (ITIL) based ITSM in Telecom companies taking Ethio Telecom as
a case.
For this purpose, a single holistic exploratory case study approach was applied. Primary
and secondary data were collected via semi-structured interview, document collection,
and direct observation. Data was analyzed and interpreted using pattern matching and
case description techniques.
The findings identified barriers which were common to most ITIL implementation
processes, unique to a single case of the reviewed researches and confirmed by this
study, and barriers which were typical to this study. The typical barriers to this study
were complexity of integrating ITIL to the existing system, and composition of the ITIL
implementation team members. Besides, the study identified eight CSFs. All the CSFs in
the theoretical literature were confirmed by this study. Moreover, ITIL aligned
organizational structure was identified as a unique or typical CSF in the study.
Better performance on CSF areas could help the company not only solve observed
barriers but it also helps to create additional opportunities for success. Thus, to
implement ITIL successfully, the case company needs to build its capacity, increase its
effort and allocate necessary resources to perform better on critical success factor areas.
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Keywords
(ITSM) frameworks to manage;A Case Study in Ethio Telecom