How Does Management Style and Service Knowledge Affect ITIL implementation within the UK Banking Industry?

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ACKNOWLEDGEMENT

I would take this opportunity to thank my research supervisor, family and friends for their support and guidance without which this research would not have been possible.

DECLARATION

I, [type your full first names and surname here], declare that the contents of this dissertation/thesis represent my own unaided work, and that the dissertation/thesis has not previously been submitted for academic examination towards any qualification. Furthermore, it represents my own opinions and not necessarily those of the University.

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ABSTRACT

When banking executives make strategic information technology (IT) infrastructure decisions for their financial institutions, the consideration of escalating costs needs to be factored into building strategic plans for the expansion of their IT infrastructure. Banking executives are constantly working on new strategic initiatives that use a variety of software, hardware, and communication systems in innovative ways to reduce IT infrastructure costs. IT infrastructure cost reductions in the banking industry remain a high priority for the foreseeable future because of the need to increase profitability through better management of escalating costs. The study was conducted using mixed method approach. Qualitative and quantitative data were obtained from managers and employees respectively. The result show that both management style and service knowledge affect ITIL implementation within the U.K. banking industry

TABLE OF CONTENTS

ACKNOWLEDGEMENTII

DECLARATIONIII

ABSTRACTIV

CHAPTER 1: INTRODUCTION1

Background of the Study1

Research Aim and Objectives2

Significance of the Study2

Research Questions3

Organisation of the Study3

CHAPTER 2: LITERATURE REVIEW5

History of the Infrastructure Technology Information Library5

ITIL Framework6

Information Technology Service Management7

Information Technology Infrastructure Library Implementation8

Challenges of Implementing ITIL13

Benefits of Implementing ITIL14

Effective Implementation of ITIL16

Factors Influencing ITIL Implementation19

Management Style19

Service Knowledge21

Conclusion21

CHAPTER 3: METHODOLOGY23

Overview of Qualitative and Quantitative Research Approaches23

Overview of the Mixed Method Research Approach24

Research Method and Design Appropriateness24

Justification for using Mixed Methodology25

Data Collection Methods26

Secondary Research26

Primary Research27

Variables28

Data Collection Instruments28

Questionnaires28

Interview28

Sampling Method29

Interview Questions30

Data Analysis30

Qualitative Data Analysis30

Quantitative Data Analysis31

Appropriateness of Chi-square test31

Ethics32

Reliability33

Validity34

Limitations35

CHAPTER 4: RESULTS AND DISCUSSIONS36

Interview Results36

Do you think that banks are receptive to emerging technologies?36

How can banks benefit by adopting ITIL?37

What challenges can be faced by banks while implementing ITIL?39

How can the management style of the bank affect ITIL implementation?42

How can Service Knowledge impact the ITIL implementation process?45

What can organisations, in particular banks, so to effectively implement ITIL?48

Survey Results50

Management Style50

Service Knowledge51

ITIL Implementation Strategy54

Chi Square Tests58

Hypothesis 158

Hypothesis 259

Discussion of Findings60

CHAPTER 5: CONCLUSION62

Conclusion62

Assumptions63

REFERENCES64

APPENDIX76

CHAPTER 1: INTRODUCTION

Background of the Study

In response to global competitive pressure, service firms are searching for ways to deliver more cost-effective, high-quality IT service, including the principles of total quality management and IT infrastructure library which became ISO20000 since 2005 (Steinberg, 2006, pp 201). Information Technology Infrastructure Library or ITIL is one of the quality improvement tools or techniques specially designed for improving IT service and creating added value of quality. In short, ITIL helps organisations to meet customer satisfaction through maximising their information service processes and increasing IT service quality. Shang & Lin (2010, pp 53), for instance, notes that ITIL helps IT departments improve their service quality, including improvement upon project deliverables and time, resource utilisation, a decrease in rework, and providing services that meet ...