Assessing the Relationship between ITIL Implementation Progress and Firm Size: Evidence from Malaysia

Abstract

ITIL (Information Technology Infrastructure Library) is a service management framework that is considered as aset of best practices that assist organizations to increase IT service management effectiveness, service deliveryand IT governance. ITIL enables technology departments to demonstrate strong IT service management viasystematic execution of operations with stringent controls. A questionnaire survey method was utilized toexplore the relationship between ITIL implementation progress and firm size, amongst 84 Multimedia SuperCorridor (MSC) status firms in Malaysia. The study revealed that ITIL is widely adopted in MSC status firms.ITIL implementation progress was found to be positively associated with firm size, in terms of turnover, totalnumber of employees and total number of IT staff.

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