Using the ITIL process reference model for realizing IT Governance: An empirical investigation Jon Iden, Norwegian School of Economics, Norway, jon.iden@nhh.no Tom Roar Eikebrokk, University of Agder, Norway Full reference: Iden, J. & Eikebrokk, T.R. (2014). Using the ITIL process reference model for realizing IT Governance: An empirical investigation. Information Systems Management, 31(1), 37-58. Abstract ITIL is a popular framework for IT governance, but little academic research on ITIL exists. We investigate the overlap between ITIL and IT governance practices to illustrate ITIL’s potential to stimulate IT governance. A field study shows that IT implementation success is particularly influenced by group efficacy and organizational resources, and to a lesser extent senior management involvement. Findings show that ITIL, as expected, is a framework that contributes to IT governance by stimulating process management practices. Keywords: Information Technology Infrastructure; IT Service Management; ITIL; ITSM; IT Governance; online survey 1 Introduction IT governance is defined as leadership and structures, processes, and relationships that ensure that the organization’s IT sustains and extends its strategy and objectives (De Haes & Van Grembergen, 2009), and has been the focus of substantial attention from both academics and practitioners. Studies have found that IT governance positively affects IT performance (Weil & Ross, 2004). Companies have invested heavily in reference models and industry standards––such as COBIT, Prince2, ISO 9001, ISO /IEC 20000, and Val IT (Van Grembergen & DeHaes, 2008)––in order to achieve IT governance, and this trend is expected to continue (Buckby, Best, & Stewart, 2009). Whether firms can achieve IT governance by implementing such models and standards is an important question. Little evidence exists on their effects on IT governance. One reference model that has recently received particular attention from practitioners is ITIL. Despite its popularity, surprisingly few studies have investigated how ITIL as a framework can contribute to IT governance. Two questions seem especially relevant: does ITIL improve IT governance through better process management, and why do so many companies strive to implement ITIL? Four considerations motivate our focus on ITIL and these questions. First, there is still little academic research available around reference models and industry standards for IT governance (Van Grembergen, 2009). This constitutes a gap in IT governance research. The prevalent global popularity of ITIL opens a challenging research opportunity, and more research on ITIL is called for (Conger, Winniford, & Erickson-Harris, 2008; McBride, 2009). Second, literature argues that ITIL supports IT governance (Ko & Fink, 2010; Selig, 2008), but a detailed assessment of this argument has not been Iden & Eikebrokk: Using the ITIL process reference model for realizing IT Governance. ISM, 31(1), 37-58