ITIL is a set of service management standard library that focuses on the IT industry. It was developed by the Central Computer and Telecommunications Agency (CCTA), which later merged with the Office of Government Commerce (OGC) of the UK government in the middle of 1980s. The latest version of ITIL enacted by the OGC is ITIL 3.0 [6]. Even though ITIL has been around for more than 20 years now and has about issues related to ITIL adoption and implementation. Implementing ITIL has proven to be challenging because it depends on various critical factors each of which might compromise the overall implementation of the project [3], [11-12], [15]. It was found that a large number of the CSFs are not technology-based, that is, they do not depend on the vendor or application selected to aid in ITIL implementation. On the contrary, most of the CSFs relate to user acceptance of the framework.