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As an illustration, the proposed ITIL adoption model based on UTAUT (Figure 1) wasapplied to a developing stock exchange in the UAE. This particular firm was chosenfor the case study because it has the financial, and human resources necessary tomanage a variety of activities; it has service management professionals within thecompany; and it has the ability to acquire differentiated knowledge about best practiceadoption through various cooperative strategies with other organizations experiencedin ITSM. At the time of first approaching the company, the firm had just finishedits ITIL implementation. This situation provided an excellent opportunity to test ourproposed model in an attempt to identify the factors that drive success of ITILimplementation and highlight the pitfalls that could impede the adoption ofITIL framework.
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