Institutionalisation of process frameworks

Aileen Cater-Steel is currently in the School of Information Systems, Faculty of Business, University of Southern Queensland, Toowoomba, Queensland, Australia.

This seminar presents a study using institutional theory as a lens to examine the increasing global diffusion of the Information Technology Infrastructure Library (ITIL). The history of ITIL is provided to illustrate how the framework has travelled through time and space. Case studies reveal factors influencing the decision by individual managers to adopt ITIL. Results of recent surveys on ITSM adoption are also reported and provide data to illustrate coercive, normative and mimetic pressures have influenced the widespread adoption of ITIL.