The Analysis of Information Technology Best Practice Adoption in Saudi Arabia

335 Pages·2017·3.19 MB·English

by  Hussam Alsawadi

The Analysis of Information
Technology Best Practice Adoption in
Saudi Arabia

Hussameddin Abdullah Alsawadi
[email protected]

Faculty of Technology
De Montfort University

Thesis is submitted in partial fulfilment of the requirements for the
award of Doctor of Philosophy

December 2017

ABSTRACT
Drawing on Critical Success Factors (CSFs) and Organisational Learning (OL) theories,
the present study examined the CSFs of Information Technology Infrastructure Library
(ITIL) implementations. Organisations evaluated their manners of managing
Information Technology (IT) and decided to move from technology management
toward service management that is called Information Technology Service Management
(ITSM). ITIL represents one of the most famous ITSM best practices. However, with
the absence of a practical ITIL implementation approach based on a theoretical solid
ground, many organisations faced unpredictable obstacles and waste valuable resources.
The present research aimed to identify a theoretical basis that allows understanding the
success of ITIL implementations. Therefore, I first reviewed and analysed the literature
of ITIL implementation CSFs to identify appropriate theoretical basis. The analysis led
to proposing 4i framework as an OL model to interpret the successful and failed ITIL
implementations. I then investigated empirically three case studies: successful, failed
and partially successful ITIL implementations. Interviews were used to collect
retrospective data from essential people involved in ITIL implementations. The present
research applied method triangulation as it also used documents as another data source
to understand the longitudinal aspects of the case studies. Collected data was thoroughly
analysed qualitatively using two analytical methods. First, to analyse the case studies, I
used a thematic analysis approach, namely Framework analysis method. While the
Framework analysis findings implied the existence of interrelations among ITIL
implementation CSFs, it also exposed the influential roles of the time element and the
order of events on learning. Therefore, I then reanalysed the case studies using the event
narrative method that concentrated on the events of ITIL implementations and their
sequences. The findings of the event narrative analysis proposed a network of CSFs of
ITIL implementations. Accordingly, the present research introduce four conceptual
terms related to CSFs: contextual CSF, dynamic CSF, supreme CSF and network of
CSFs. Finally, through the discussion of research findings in light of related literature of
ITSM, CSFs and OL, I extended the network of CSFs to propose the Model of
Implementing ITIL Successfully (MIIS) as an extension of 4i framework to understand
success and failure of ITIL implementations.
i
ii
ACKNOWLEDGEMENT
I praise and thank the Almighty Allah, the Compassionate, the Most Merciful, for His
guidance and help. I also thank the Prophet Muhammad, peace be upon him, for guiding
us to all that is beloved to the Lord.
In fact, many people do deserve my gratitude and appreciation for their support,
encouragement and invaluable assistance. Without their support, this research may not
have seen light. Although I cannot mention them all here by name, their assistance
would be acknowledged. I, however, would like to mention some whose remarkable
support was great to me.
First of all, I thank Dr Neil McBride for his continuous support and guidance
throughout this research. Through persistent support, patience and dedication, he
directed me to the right directions and helped me to overcome the challenges and
predicaments I faced. His constructive criticism, revisions and feedback were of great
value.
I also thank Steve McRobb for taking the role of my second supervisor during the initial
stages of the research. His comments were very beneficial and invaluable.
I cannot forget to mention the positive role of all the personnel at Graduate School
Office in De Montfort University for their unlimited administrative support and quick
responses to solve matters.
I also thank Dr Ayman Abu-Shomar for discussing research methodologies. His
comments and suggestions were insightful to me.
Similarly, I thank the Academic Research Forum's active members for their discussions
and exchange of experience, which provided me with helpful inspiration.
My Parents, Mrs Fatima and Mr Abdullah, you believed in me. No words can express
how thankful I am to you. I am very thankful for your moral support, continual prayers
and encouragements which have provided me with the energy to reach the end of the
journey. I am deeply indebted to you both forever.
iii
My beloved wife, Rafeka, I would like to express my gratitude to your love and support
in taking care of our kids. Your support was always the source of my success. This
research would not have been possible without your love, care and your permanent
support. Sharing my life with you is a real joy.
My sons and daughters, Abdullah, Suhib, Fatima, Asma, Lubaba, Salman, Faisal and
Khalid, very special thanks for providing me time to conduct my research and for your
continual motivation until I have completed it.
Last but not the least, I thank the research participants of the three organisations within
which I collected data for my research. I am grateful for your kindness in allowing me
to interview you. While they will remain anonymous to safeguard their privacy, I will
forever remember their active participation and contribution.

iv
TABLE OF CONTENTS

ABSTRACT ................................................................................................................. i
ACKNOWLEDGEMENT .............................................................................................. iii
TABLE OF CONTENTS ................................................................................................ v
LIST OF TABLES ......................................................................................................... xi
LIST OF FIGURES ...................................................................................................... xii
GLOSSARY ............................................................................................................. xiii
CHAPTER 1INTRODUCTION ...................................................................................... 1
1.1 Research Background ........................................................................................ 1
1.2 Research Objectives and Questions ..................................................................... 2
1.3 Rationale for the Study ...................................................................................... 3
1.4 Importance of the Current Research .................................................................... 3
1.5 Thesis Structure ................................................................................................ 5
CHAPTER 2:LITERATURE REVIEW OF ITIL IMPLEMENTATION CSFs.............. 7
2.1 Introduction ..................................................................................................... 7
2.2 Literature Review Approach .............................................................................. 8
2.3 ITIL Overview ................................................................................................. 9
2.4 ITIL Implementation Phenomenon .................................................................... 16
2.4.1 The Meaning of ITIL Implementation ........................................................... 17
2.4.2 The Diffusion of ITIL Implementation .......................................................... 17
2.4.3 The Success of ITIL Implementation ............................................................ 20
2.5 Critical Success Factors (CSFs) ........................................................................ 21
2.6 ITIL CSFs in Research .................................................................................... 22
2.7 ITIL CSFs in ITIL Industry .............................................................................. 28
2.8 Limitations in Research of ITIL CSFs ............................................................... 29
2.8.1 The Conceptual and Theoretical Limitations of ITIL CSFs .............................. 29
2.8.2 The Finding Limitations of ITIL CSFs .......................................................... 30
2.9 Research Gaps ................................................................................................ 32
2.10 Conclusion ..................................................................................................... 32
v
CHAPTER 3:THE ANALYSIS OF ITIL CSFs ............................................................. 35
3.1 Introduction .................................................................................................... 35
3.2 Analysis Method ............................................................................................. 35
3.3 ITIL CSFs ..................................................................................................... 39
3.3.1 Awareness ................................................................................................. 39
3.3.2 Broad Involvement ..................................................................................... 39
3.3.3 Champion .................................................................................................. 40
3.3.4 Communication .......................................................................................... 40
3.3.5 Creating an ITIL-Friendly Culture ................................................................ 41
3.3.6 External Consultants and Suppliers ............................................................... 41
3.3.7 Firm Size ................................................................................................... 42
3.3.8 Implementation Strategy and Adaption.......................................................... 43
3.3.9 ITSM Software .......................................................................................... 43
3.3.10 Management Support .................................................................................. 44
3.3.11 Performance Management ........................................................................... 44
3.3.12 Project Management ................................................................................... 45
3.3.13 Qualified People ......................................................................................... 45
3.3.14 Real Need Realisation of ITIL ...................................................................... 46
3.3.15 Realisation of Benefits ................................................................................ 46
3.3.16 Training .................................................................................................... 47
3.4 ITIL CSFs and OL .......................................................................................... 47
3.5 Conclusion ..................................................................................................... 48
CHAPTER 4:LITERATURE REVIEW OF ORGANISATIONAL LEARNING (OL) . 51
4.1 Introduction .................................................................................................... 51
4.2 Overview of OL .............................................................................................. 52
4.2.1 OL Background .......................................................................................... 52
4.2.2 OL Definition ............................................................................................ 54
4.3 OL and ITIL Implementations .......................................................................... 55
4.3.1 OL and Service Management ....................................................................... 55
4.3.2 OL and IT .................................................................................................. 56
4.3.3 OL and ITSM ............................................................................................ 58
4.3.4 OL and Organisational Change .................................................................... 61
vi
4.4 OL Models ..................................................................................................... 64
4.4.1 Huber's Model of OL .................................................................................. 64
4.4.2 4i Framework ............................................................................................ 66
4.4.3 Conclusion ................................................................................................ 68
4.5 Extensions of 4i Framework ............................................................................. 70
4.5.1 Environmental, Socio-Political and Feedback Processes .................................. 70
4.5.2 Action-Based Processes .............................................................................. 71
4.5.3 Political Processes ...................................................................................... 72
4.5.4 Intertwining Process ................................................................................... 73
4.5.5 Conscious Learning Processes ..................................................................... 73
4.5.6 Information Foraging Process ...................................................................... 74
4.5.7 Summary of the Processes of 4i Framework and Its Extensions ........................ 75
4.6 Applications of 4i Framework .......................................................................... 78
4.7 The Role of 4i Framework ............................................................................... 84
4.8 Conclusion ..................................................................................................... 85
CHAPTER 5:RESEARCH DESIGN AND METHODOLOGY .................................... 87
5.1 Introduction ................................................................................................... 87
5.2 Research Purpose ............................................................................................ 88
5.3 Research Paradigm.......................................................................................... 88
5.4 Research Process ............................................................................................ 91
5.4.1 Qualitative Method ..................................................................................... 92
5.4.2 Case Study Strategy .................................................................................... 93
5.4.3 The Selection of Case Studies and Participants .............................................. 95
5.4.4 Research Context ....................................................................................... 99
5.4.5 Case Study A ........................................................................................... 101
5.4.6 Case Study B ........................................................................................... 103
5.4.7 Case Study C ........................................................................................... 104
5.4.8 Data Collection Methods ........................................................................... 109
5.4.9 Data Analysis Methods ............................................................................. 113
5.5 Research Participants .................................................................................... 119
5.5.1 Research Ethics ........................................................................................ 119
5.5.2 Reflexivity .............................................................................................. 120
vii
5.6 Research Products and Presentation ................................................................. 121
5.7 Research Quality ........................................................................................... 123
5.8 Conclusion ................................................................................................... 124
CHAPTER 6:FINDINGS OF FRAMEWORK ANALYSIS: UNDERSTANDING ITIL
SUCCESS AND FAILURE ......................................................................................... 126
6.1 Introduction .................................................................................................. 126
6.2 Human Role ................................................................................................. 127
6.2.1 The Role of Top Management .................................................................... 127
6.2.2 The Role of IT Management ...................................................................... 131
6.2.3 The Role of ITIL Implementation Team ...................................................... 135
6.2.4 The Role of Other People .......................................................................... 139
6.3 ITIL Implementation Strategies ...................................................................... 145
6.3.1 Gradual Implementation ............................................................................ 145
6.3.2 Involvement of People .............................................................................. 147
6.3.3 Continuous Improvement .......................................................................... 149
6.3.4 Appreciation ............................................................................................ 150
6.4 Communication ............................................................................................ 152
6.4.1 Formal Communication ............................................................................. 152
6.4.2 Awareness ............................................................................................... 154
6.4.3 Persuasion ............................................................................................... 156
6.4.4 Performance Management ......................................................................... 158
6.5 Technology Role ........................................................................................... 160
6.5.1 ITSM Tool .............................................................................................. 160
6.5.2 Learning from Technology ........................................................................ 162
6.6 The Results of ITIL Implementation ................................................................ 165
6.6.1 Resistance to ITIL .................................................................................... 165
6.6.2 Benefits of ITIL ....................................................................................... 169
6.6.3 Learning of ITIL ...................................................................................... 172
6.7 The Learning Nature ...................................................................................... 174
6.8 Conclusion ................................................................................................... 176
CHAPTER 7:FINDINGS OF EVENT NARRATIVE ANALYSIS: ITIL SUCCESS
ROADMAP185
7.1 Introduction .................................................................................................. 185
viii