Implementation Pattern of Information and Communication Technology Services in Defense-Military Organizations based on ITIL Pattern

The Islamic Republic of Iran's Army provides many services through IT solutions, so proper management of these services is felt before deployment in the Army. ITIL is one of the most famous frameworks in realization of IT service management. This study aimed to find a model for the implementation of information and communication technology services in the Islamic Republic of Iran Army based on the ITIL model. This applied and mixed method study (qualitative-quantitative) has been performed in 3 stages. In the first stage, the initial conceptual model of research (consisting of 29 components) have been developed based on the documents, scientific articles and previous studies. Then, in the second stage, by conducting interviews with experts (Delphi method), the complementary model of research was compiled with 30 components, and in the third stage, for the quantitative validation of the proposed model, various statistical tests and confirmatory factor analysis method were used. Also, to confirm the hypotheses and the proposed model, structural equation modeling and Path Analysis methods are used via Smartpls3 software. The research pattern has been investigated based on different indices, after confirming the appropriateness of the coefficients (t-value). The evaluation of the final indices shows that the proposed model has suitable fit. In this way, the research pattern was approved by 5 main components and 30 sub-components.