standard, ISO, best practices, code of ethics, ITSM, quality of service, SEM


The purpose of this paper is to explore the critical success factors while implementing standards, best practices and codes of ethics, what their benefits are when they are put in place, and how they impact the quality of information technology (IT) services. Through an extensive literature review and interview with experts in the field, we identified instrumental determinants. Structural equation modelling (SEM) was used for the case of IT departments in large Slovenian companies to test the presented hypotheses. The study is based on 102 responses from IT managers in large Slovenian companies. The research findings confirmed a positive correlation between the factors considered.