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Purpose – The purpose of this paper is to propose the use of technology adoption model UTAUT as an adoption model of IT governance frameworks, specifically Information Technology and Infrastructure Library (ITIL). The aim is to help the decision maker to better map ITIL processes with business performance, to make a better decision on what processes to implement, and how to implement them. Design/methodology/approach – The paper uses a literature review detailing critical success factors of ITIL implementation. The proposed model was then implemented by applying it to a case study of a company in the United Arab Emirates where the ITIL implementation project failed. Findings – The proposed model gives ITIL the flexibility to work for a wide variety of industries and businesses, but it also introduces many challenges. One of the most apparent challenges is to map ITIL processes to the real world. As a result to analyzing the case study in light of the adoption model, a road map to successful implementation of ITIL is proposed. Research limitations/implications – This research is targeted more toward practitioners such as the IT experts; therefore further studies need be conducted to understand the views of the business in respect to the challenges and benefits of the ITIL implementation. Originality/value – The paper proposed an adoption model for ITIL based on UTAUT which is evidently absent from the current literature. The research findings lead us to a proposal of a roadmap for ITIL implementing. [ABSTRACT FROM AUTHOR]

Abstract: Information Technology and Infrastructure Library implementation is not well spelled out in documentation and therefore can be very challenging. In this study, a literature review is conducted to identify critical success factors (CSFs) for ITIL implementation. The CSFs are then used in an improved solution to the decision problem using Analytical Hierarchy Process. In order to validate the proposed model, it was applied to a case study of a company in the United Arab Emirates, where the ITIL implementation project failed. [Copyright &y& Elsevier]