Assessing the Relationship between ITIL Implementation Progress and Firm Size: Evidence from Malaysia

Kanagi Kanapathy, Kashif Ibadullah Khan


ITIL (Information Technology Infrastructure Library) is a service management framework that is considered as a
set of best practices that assist organizations to increase IT service management effectiveness, service delivery
and IT governance. ITIL enables technology departments to demonstrate strong IT service management via
systematic execution of operations with stringent controls. A questionnaire survey method was utilized to
explore the relationship between ITIL implementation progress and firm size, amongst 84 Multimedia Super
Corridor (MSC) status firms in Malaysia. The study revealed that ITIL is widely adopted in MSC status firms.
ITIL implementation progress was found to be positively associated with firm size, in terms of turnover, total
number of employees and total number of IT staff.

Full Text:



International Journal of Business and Management   ISSN 1833-3850 (Print)   ISSN 1833-8119 (Online)

Copyright © Canadian Center of Science and Education

To make sure that you can receive messages from us, please add the '' domain to your e-mail 'safe list'. If you do not receive e-mail in your 'inbox', check your 'bulk mail' or 'junk mail' folders.