Identification and Classification of ITIL Implementation Critical Success Factors in Iran

Nowadays, many organizations took Information Technology Infrastructure Library (ITIL) best practices in the field of IT service management to improve their service management related processes. Although, many organizations adopted ITIL, not all ITIL implementations are successful. With this in mind, this paper seeks to identify critical success factors (CSFs) that impact on successful implementation of ITIL V3 in organizations based on a mixed approach. So, at first, with the semi structured interviews and literature reviews, 22 success factors were identified. After that a questionnaire developed and sent to domain experts. Exploratory Factor Analysis (EFA) and Confirmatory Factor Analysis (CFA) have been used for data analysis, which finally classified critical success factors in five groups named as “organizational”, “human”, “project management”, “managerial” and “process centric”. The results of this study have provided a very useful reference for scholars and managers to identify the relevant issues of ITIL projects in Iran.