Abstract

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.

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