Facilitating conditions is defined as the degree to which an individual believes that an
organizational and technical infrastructure exists to support use of the system
(Venkatesh et al., 2003). According to the proposed model in this paper, this construct is
influenced by three of the synthesized CSFs; top management support, training and
competence of involved stakeholder in ITIL, and ITIL process implementation and
applied technology. As a matter of fact, the reason why the aforementioned CSFs may
have an effect on the construct, i.e. facilitating conditions, is that they actually makeup this construct.