Influence of Information Technology Infrastructure Library -Itil- Framework Adoption on Information Technology -It- Service Quality - a Case of Telecommunication Companies in Kenya

Abstract

The focus of information technology (IT) services has been initially on providing services that are of high quality and have low cost. IT executives in most organizations are uncertain of the influence IT Service Management (ITSM) practices have on the delivery of quality IT services, and therefore, there exists a knowledge gap in the popularity of the ITSM frameworks where their influence has not been linked to the IT service quality dimensions. The study’s purpose was to assess the influence of IT Infrastructure Library (ITIL) framework adoption on the IT service quality among the telecommunication companies in Kenya. Both quantitative and qualitative primary data were obtained using questionnaires from 19 telecom companies. Random sampling was used with a sample of 35 respondents believed to have the required information relating to the study. Data were analyzed using SPSS. The regression analysis results revealed that all the independent variables against the dependent variable jointly accounted for 34.8% (R-square =.348, P-value of 0.005) of the variation in IT service quality dimensions (dependent variable). 65.2% of the variation in IT service quality dimensions was unexplained, and this is covered by factors not considered in this research. Further, it was established that all the ITIL adopted practices under the current study are positive and significant predictors of IT service reliability, IT service responsiveness, and IT service assurance. The study concluded that IT executives attempting to attain an improved quality of IT services need to focus more on the full adoption of ITIL. This study recommends that IT service provider organizations need to strongly recognize the critical role of ITIL frameworks in improving the quality of IT services. KEYWORDS: IT Service Management, ITIL Frameworks, ITIL Adopted Practices, IT Service Quality