Research Method
The study employs the in-depth case study method for gathering
evidence. This method is considered to be appropriate in view
of the exploratory, theory-building nature of the investigation,
in particular, its focus on a contemporary information systems
issue, and the relatively understudied research area [47]. The
research has been inspired by collaborative practice research [24].
Through our involvement in itSMF conferences and seminars, we
developed a collaborative relationship with key members of the
QH ITIL project team.