Implementing IT Service Management: A systematic literature review

This article provides a systematic review of existing research related to the implementation of IT Service Management (ITSM) and the Information Technology Infrastructure Library (ITIL). The review's main goals are to support research; to facilitate other researchers’ search for relevant studies; and to propose areas for future studies within this area. In addition, we provide IT managers with useful information on ITSM and ITIL, based on research-based knowledge of their implementation. The review results suggest that motives, critical success factors, implementation status, and benefits are the most frequently studied areas, and that each of these areas would benefit from further exposure.

► We provide a systematic review of existing research related to the implementation of ITSM and ITIL.
► Empirical research focuses especially on antecedents to implementation, implementation, and consequences.
► Four topics have attracted researchers: motives, critical success factors, implementation status, and outcomes and benefits.
► We analyze present research, identify opportunities for future studies, and offer strategies and research questions.
► This study also contributes to practice, and IT managers would benefit from our review.