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Table 5 Occurrences of some findings with negative influence

From: Improvement of IT service processes: a study of critical success factors

Findings with a negative influence Cater-Steel et al. (2006) Hochstein and Brenner (2006) Wan and Liang (2012) Wan et al. (2008)
[Fi27] Problems in the understanding and the scale of the project    The goals of the project are not clear The goals of the project are not clear; analysis of the business demand is not sufficient; frequent changes in the client’s demands; and the scale of the project is too big, which increases management difficulty
[Fi30] Problems in the management of the organization    Planning and design of the IT infrastructure are not reasonable; the company’s business strategy is vague Senior employees are imprudent when making decisions; the company’s business strategy is vague; planning and design of the IT infrastructure are not reasonable
[Fi29] Problems in the allocation of resources to the project    High turnover of team members Highly qualified members leave the team; there are not enough fundamental resources; vague definition of the responsibilities of the teams on both sides (client and provider)
[Fi22] Resistance to change Resistance to cultural changes Lack of acceptance; lack of understanding of the need for new processes   
[Fi21] Lack of commitment from the people involved in the project    Indifference from the leader Senior employees do not care about the implementation of the project