Abstract:
Many IT organizations adopt industry framework to guide, standardize, fine-tune, streamline
IT service delivery process. Information Technology Infrastructure Library (ITIL) is one of the
industry frameworks in IT Service Management (ITSM). In fact, industry experts often suggest
the ITSM organizations to start with configuration, implementation, and deployment of ITSM
projects, whilst people factor was neglected!
Integrated system implementations are change initiatives of organizations (Hong, 2002).
Changes to seek better process improvements and will call optimize service delivery to achieve
agreed service level. Making changes to current business processes is hard due to this people
factor (Hong, 2002). Dharmasiri (2015) found organization or corporate culture is the pattern
of values, norms, beliefs, attitude and assumptions that may show people factor of project
implementation.
Today, cultural change in every organization is imminent. Being in the IT industry many of us
associated experience cultural changes with the IT service enabled organizations. What is the
best method for getting your team’s support as a success factor of project implementation is the
paramount need for successful ITSM project.
Therefore , study on how “people” impact ITSM business process implementations were started
with checking ,“is it true, organization culture influence ITIL project implementations?” , 95%
of sample confirmed that organization culture influence ITIL project implementations.
Furthermore, Literatures were found “Emphasis and Learning, Openness and Involvement, Fit
between requirement and achievement” are the variables (Kampmeier, 1998) of organization
culture.
Three business cases were analyzed to reveal how organization culture impact on project
successes: found nothing but negatively impacted on three business cases! And three project
failure due to poor support from the end users!
