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