Although an increasing number of organisations implement the Information Technology Infrastructure Library® (ITIL®) with the aim to improve provision of information technology services to their customers, a significant number of ITIL implementations do not achieve the expected outcomes. The organisational change strategies of organisations during ITIL implementation initiatives may have an effect on success, but empirical research on this topic is scarce. The paper aims to discuss these issues.,A multiple case study methodology comprising successful ITIL implementations in eight large Australian organisations is used. A socio-technical systems approach represented by Leavitt’s Diamond is adopted as a lens to shed light on the attributes of effective organisational change strategies for successful ITIL implementation.,This paper identifies organisational change strategies employed by organisations that have effected a successful ITIL implementation. The authors identified that the ITIL implementation required changes to the four components of the socio-technical work system (STS) identified in Leavitt’s Diamond. Changes to one STS component affected other STS components when implementing ITIL; and that effort applied to the STS components did not need to be equal, but appropriate to the requirements of the ITIL implementation and the organisation.,The sample size of eight ITIL implementation cases studied may limit the generalisation of findings.,This research provides IT service management researchers and ITIL practitioners, for the first time, information about organisational change strategies as applied to successful ITIL implementations.,This research has developed novel insights into organisational change strategies and ITIL implementation that had not previously been explored.

中文翻译：

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有效的组织变革，以成功实施ITIL

尽管越来越多的组织实施信息技术基础结构库（ITIL®）的目的是改善向其客户提供信息技术服务的能力，但是大量的ITIL实现并没有达到预期的结果。组织在ITIL实施计划中的组织变革策略可能会对成功产生影响，但是对此主题的实证研究很少。本文旨在讨论这些问题。使用了一个多案例研究方法，包括在八个澳大利亚大型组织中成功实施ITIL的方法。以莱维特（Leavitt）的钻石为代表的社会技术系统方法被用作镜头，以阐明成功实施ITIL的有效组织变革策略的特征。本文确定了已成功实施ITIL的组织所采用的组织变革策略。作者指出，ITIL的实施需要对Leavitt's Diamond中确定的社会技术工作系统（STS）的四个组成部分进行更改。实施ITIL时，对一个STS组件的更改会影响其他STS组件；并且应用于STS组件的工作不必相等，而是适合ITIL实施和组织的要求。所研究的8个ITIL实施案例的样本量可能会限制调查结果的概括性。服务管理研究人员和ITIL从业人员第一次了解有关成功应用于ITIL实施的组织变革策略的信息。