ITIL has been proposed and indeed adopted by many as a framework
for solving the problem of IT Service Management. It has been available for
organizations for more than 10 years and initial adoption has been high.
However, consultancy surveys of ITIL adoption, implementation and
institutionalization show that there are only few complete and institutionalized
ITIL implementations. This paper presents work in progress on a
comprehensive ITIL literature review, focussing on critical success factors and
benefits documented in scientific literature about ITIL implementation. Based
on this, the paper presents a draft framework aiming at assisting organizations
during their decisions regarding ITIL adoption, implementation and
institutionalization.