Facilitating conditions. Referring back to the ITIL implementation in the developed
stock exchange, although management had approved the purchasing of an ITIL
compliant tool, hired a consultant to guide the implementation process and provided
the required training for the employees, the acceptance of ITIL was not as high as it is
expected to be according to the adoption model. The reason behind that is the absence
of other critical factors that affect other adoption constructs. The management
only provided financial support to the project but not the required organizational
empowerment. As discussed earlier, the lack of properly defined change management
procedures, project management methodologies, and effective communication had
played a role in poor adoption of ITIL in the exchange.