Abstract—In recent years, ITIL (Information Technology Infrastructure Library) has become a de facto world standard in the field of system operations of enterprise information systems. However, ITIL implementation has several issues, one of which is improving motivation of employees of the system operations department. In light of this issue, purpose of the study is to implement motivation improvement measures for ITIL implementation and confirm the effectiveness of such measures. We propose improving activities using work motivation theory for that purpose. In this paper, we report the case of the system operations department of a company applying the method and confirm the effectiveness of the method. Our findings show that among three categories of work motivation theory (achievement orientation, competition orientation, and cooperation orientation), the effect of cooperation orientation is high and the effect of competition orientation is low. In this paper, we encourage practitioners to promote cooperation orientation, such as promoting team activities, as a motivation improvement measure.

Index Terms—Enterprise information systems, ITIL, work motivation theory, improvement activities.

The authors are with Graduate School of Business Science, University of Tsukuba, Tokyo, Japan (email: jin.tsunoda@gmail.com).

Cite: Hitoshi Tsunoda, Yasunobu Kino, "A Case Study of Improvement Activities Using Work Motivation Theory in ITIL Implementation," International Journal of e-Education, e-Business, e-Management and e-Learning vol. 8, no. 4, pp. 219-226, 2018.