however it also faces several implementation challenges. ITIL is not well spelled out in documentations, and it provides only general guidance on what processes to implement. As such, many managers were in doubt about the best practice to implement ITIL [10] and often relied heavily on the consultants, and vendors. Another common challenge in ITIL implementation is the resistance it receives by staff due to poor change management [10]. In order to overcome, or at least reduce ITIL implementation limitations and setbacks, researchers studied CSFs and how users perceive IT frameworks