In order to test the framework defined in Figure 1, we interviewed and surveyed fifteen experts from a
financial institution in the United Arab Emirates. The firm is fairly young; it was established about thirteen
years ago. We chose this particular firm because it has the financial, and human resources necessary to manage
a variety of activities; it has service management professionals within the company; and it has the ability to
acquire differentiated knowledge about best practice adoption through various cooperative strategies with other
organizations experienced in IT service management. At the time of first approaching the company, the firm
had just finished its ITIL implementation. This situation provided an excellent opportunity to test our proposed
model in an attempt to identify the factors that drive success of ITIL implementation and highlight the pitfalls,
which could impede the adoption of ITIL framework.