Ahmad et al 361 ITIL Adoption Model based on UTAUT ITIL ADOPTION MODEL BASED ON UTAUT

As organizations implement Information Technology and Infrastructure Library (ITIL) to enhance the Information Technology (IT) governance they either study critical success factors, or take consultants advice on best practices for maximum probability of succeeding with the organizational culture change. Meanwhile, the adoption of such change is not widely discussed due to the lack of adoption models that address governance frameworks. This paper proposes the use of the technology adoption model UTAUT as an adoption model of IT governance frameworks, specifically ITIL. In order for the model to specifically cater to ITIL adoption, it was supported by critical success factors of ITIL implementation. These critical success factors are proposed to have a direct impact on constructs that define the adoption. The proposed model was then implemented by applying it to a case study of a company where the ITIL implementation project failed. As a result to analyzing the case study in light of the adoption model, a road map to successful implementation of ITIL is proposed