Date of Award


Document Type



Edith Cowan University

Degree Name

Bachelor of Science Honours


School of Computer, Information Science


Faculty of Computing, Health and Science

First Supervisor

Donal McDermid


Originating from the UK, the IT Infrastructure Library (ITIL) is an IT Service Management framework whose adoption is rapidly spreading throughout Canada, Netherlands, South Africa, India, USA, and Australia. Promoted as a collection of "Best Practices" in IT service management, ITIL is gaining a reputation as a "silver bullet" to IT Service Management woes and is now .gaining popularity amongst IT vendors and leaders of best practices worldwide. Increased IT productivity, IT accountability, increased compliance and reduced IT costs, are just some of the promised list of benefits. More and more organisations are plam1ing to embark on ITIL implementations as organisations and research groups begin to document !TIL's benefits. As with any large IT project implementation or continuous improvement program undertaking, organisations may find that unexpected challenges arise and changes are required. This research will focus on the challenges organisations face during implementation, and will provide some insight into the continuous process of implementing ITIL. As the demand and awareness for ITIL increases, so too does the need for better understanding of organisation culture, catalysts and other changes that are needed to support the ITIL implementation process.