An empirical investigation of the implementation of ITIL in SME's sector in Southland - New Zealand

Survival of an organization in the era of global competitive markets can be increased tremendously provided a competitive business model is adopted. For an IT service management, Information Technology Infrastructure Library (ITIL), has become a de facto standard since its incorporation into ISO 2000. This research investigates the awareness, implementation strategies and challenges faced by SME's in adopting ITIL framework in Southland, New Zealand. A mixed qualitative and quantitative questionnaire is the data collection method for this research. Survey data of fifteen SME's participants critically analyzed to determine the participants perspective of ITIL success and failure factors, quality of data is deemed to answer research questions. the study contributed towards filling the knowledge gap in New Zealand based SME's sector organizations.