Systematic Approach to Successful Implementation of ITIL

Information Technology and Infrastructure Library implementation is not well spelled out in documentation and therefore can be very challenging. In this study, a literature review is conducted to identify critical success factors (CSFs) for ITIL implementation. The CSFs are then used in an improved solution to the decision problem using Analytical Hierarchy Process. In order to validate the proposed model, it was applied to a case study of a company in the United Arab Emirates, where the ITIL implementation project failed.