Implementation of Information Technology Infrastructure Library (ITIL)-Informed Change Management Processes in the State of North Carolina: An Exploratory Study

Information Technology Infrastructure Library (ITIL) is a popular information technology (IT) process standard that has been adopted across private and public sectors with literature detailing a variety of critical success factors. This exploratory study examined the implementation of ITIL-informed processes for IT change management within the State of North Carolina in terms of what step-by-step processes result from ITIL implementation in the context of critical success factors. ITIL implementation is shown to create more complex processes within the state, and the key critical success factor reported is shown to be ITIL training and the communication it facilitates. Practical implications of the findings for professionals are discussed and visual diagrams display the change management processes outlined.Master of Science in Information Scienc