74 International Journal of Standardization Research, 13(1), 74-91, January-June 2015 Copyright © 2015, IGI Global. Copying or distributing in print or electronic forms without written permission of IGI Global is prohibited. Keywords: Critical Success Factors (CSFs), Information Technology Infrastructure Library (ITIL), IT Service Management (ITSM), IT Service, ITSM Frameworks, Robust Exploratory Factor Analysis (EFA) ABSTRACT Nowadays, many organizations adopt Information Technology Service Management (ITSM) best practices to enhance their IT service related processes. Although many organizations have adopted ITSM frameworks such as Information Technology Infrastructure Library (ITIL), not all have been successful. Keeping this in mind, this paper seeks to identify Critical Success Factors (CSFs) that impact on successful implementation of ITSM frameworks with a focus on ITIL in Iranian organizations as a case of a developing country. Hence, based on a mixed method, at irst, with the semi-structured interviews and literature review, 22 success factors were identiied. Following that, a questionnaire was developed and sent out to domain experts. Next, robust Exploratory FactorAnalysis (EFA) was run for analyzing data and establishing construct validity which inally classiied critical success factors into ive groups named as “organizational”, “human resources”, “project management”, “managerial” and “process”. The indings of this study have provided a very useful refer- ence for IT standardization scholars and practitioners to identify the important issues of ITSM frameworks implementation projects in their research and practice. Investigating Critical Success Factors in Implementing ITIL Framework: The Case of a Developing Country Mohammad Mehrabioun Mohammadi, Department of Industrial Management, Allameh Tabataba’i University, Tehran, Iran Ahad Zare Ravasan, Department of Industrial Management, Allameh Tabataba’i University, Tehran, Iran Homa Hamidi, Department of IT Management, MehrAlborz Institute of Higher Education, Tehran, Iran DOI: 10.4018/IJSR.2015010104