Information Technology Infrastructure Library (ITIL) has been well-known as a standard of Information Technology Service Management (ITSM) implementation in organizations. Even though, organizations require much resources in the application of ITIL, the implementation number is still increasing per-year. This study attempts to explore and explain the Benefits, Opportunities, Costs and Risks (BOCR) of the ITIL implementation. A deep literature review is conducted to produce the current understanding of ITIL implementation in term of those four aspects of BOCR. Those initial findings are classified by using Balanced Scorecard (BSC) perspective and then be validated by employing interviews with seven IT experts who involved directly in ITIL implementation in their organizations. This study contributes in theoretical and practical aspects. Fifty six BOCR factors are successfully validated. Furthermore, twelve of those factors are newly identified in this study. Those validated factors may be used by organizations as a future guidance in implementing ITIL in their organization.
- Balance scorecard