Alqahtani, A. S. (2017).

Critical Success Factors in Implementing ITIL in the Ministry of

Education in Saudi Arabia: An Exploratory Study. International Journal of Advanced
Computer Science and Applications, 8 (4), 230-239. Retrieved from:
http://thesai.org/Downloads/Volume8No4/Paper_32-
Critical_Success_Factors_In_Implementing_ITIL_in_the_Ministry.pdf
Purpose: The researchers aimed to analyze the factors that can affect ITIL
implementation in the Ministry of Education in the Kingdom of Saudi Arabia (KSA).
The study further analyzed linkage between CSFs and the UTAUT model which will
measure users behavior in the usage of ITIL implementation. It also employs
qualitative approach, thematic analysis technique and exploratory factor analysis
(EFA). Results of the paper show that where there is very strong leadership, a lot of
the CSFs such as communication and cooperation, and training and competence of
stakeholders may be resolved.

Note: This paper lack a year of publication assumed na 2013 kasi sinearch ko sa google.
Napost ng 2013
Cater-Steel, A., & Tan, W.-G. (2013). Implementation of IT Infrastructure Library (ITIL) in
Australia: Progress and success factors. itSMF Conference (pp. 1-13). Queensland,
Australia: University oF Southern Queensland Press. Retrieved from:
https://eprints.usq.edu.au/998/1/Cater-Steel_Tan_IT_Governance.pdf
The paper aims to answer the association of ITIL implementation with organizational
factors, the applicability of CobiT framework and whether satisfaction with ITIL
results to the success of its implementation. The researchers adopted survey
method to and data obtained will be used to answer the research questions. Factors
identified as most critical to successful ITIL implementation are senior management
commitment and an effective ITIL plan. Issues related to clients, external consultants
and technology were not rated as importantly as IT staff issues such as the ability of
IT staff to adapt to change, and also the quality of IT staff and training for IT staff.
Contrary to the literatures, CobiT is not being widely adopted with ITIL, and when
CobiT is implemented, it is usually preceded by ITIL.
Gacenga, F. N. (2013, June 17). A Performance Measurement Framework for IT Service
Management. Greewich, Southern Queensland, Australia. Retrieved from:
https://eprints.usq.edu.au/23774/1/Gacenga_2013_whole.pdf
The researcher aims to identify the internal and external environmental factors that
can influence the organizations selection of specific performance metrics for ITSM.
He made use of Design Science Research Methodology (DSRM) and the design
method of Matching Analysis Projection and Synthesis (MAPS) to develop an ITSM
performance measurement framework. Factors such as the size of the organisation
and the industry sector identified in non service-oriented IS studies were not
identified as influencing the selection of ITSM metrics. The external environment
contingency factors which emerged in this study were different from the literatures,
however, industry sector was the only common factor identified in those studies.
Furthermore, the study identified new contingency factors such as legislation,
external customer, and ITSM resources such as books, training and standards.