Although Cater-Steel et al. [6] reported on the phenomenon of
organisations adopting ITIL concurrently with other frameworks
such as CobiT, CMMI and ISO 9000, the authors are aware of
only two other studies focussed on the process of implementing
ITIL. Cater-Steel and McBride [4] used actor network theory to
examine the successful adoption of ITIL by a large UK financial
institution. In Norway, Iden [17] identified seven success
factors associated with ITIL implementation in a university
environment.