Therefore in this paper, we propose a set of CSFs that considers both human and technological factors. We
then use these criteria in an improved solution to the decision problem using the well-developed Analytical
Hierarchy Process. Since ITIL popularity has much to do with the fact that it is not based on academic view but
purely on what has been proven to work effectively, we tested our proposed model at a financial firm in the
United Arab Emirates (UAE). We surveyed fifteen experts who were directly involved in the ITIL project at
the firm. The case study confirmed our main objective, which was to help the decision makers to better identify
an appropriate practice for ITIL implementation using a systematic approach