Change Management Perceptions in Portuguese Hospital Institutions Through ITIL

Organizations function in complex, dynamic and unpredictable environments. Implementing changes must therefore be well planned, managed, and evaluated as such ongoing efforts link organizational performance to peer competitiveness and sustainability. In an era challenged with technological innovations, it is crucial to understand how new changes can leverage traditional methodologies and services supported by information and technology systems. As information-intensive organizations such as hospitals are highly dependent on changing information and technological systems, this understanding is key to evolve next generation hospitals. Specifically, this study analyzes how hospital managers in Portugal relate change to information systems’ management based on Information Technology Infrastructure Library methodology. The relationship between change and information technologies services is not sufficiently clarified and constitutes an excellent opportunity to increase knowledge in the field of information systems.