Drivers and Barriers to IT Service Management Adoption in Indonesian Start-up Based on the Diffusion of Innovation Theory

Along with the emergence and trend of startup worldwide, Indonesia, as a developing country, has been supporting startup as a platform for the digital economy. Indonesia has been stated as one of the countries with the most extensive digital industry power. Indonesia has a strong determination in startup development by declaring the vision “Indonesia The Digital Energy of Asia.” As a company, a startup relies on information technology (IT) to provide services to customers. Therefore, it is pivotal for the startup to implement IT service management (ITSM) to align IT and business goals. ITSM is not fully implemented yet in a startup because initially, ITSM is designed for large companies only. In other words, it indicates several factors that influence adoption. Therefore, this study aims to fill the gap in this phenomenon by identifying the drivers and barriers to the adoption of ITSM using the Diffusion of Innovation Theory. To sum up, the result of this study reveals that most of the reported drivers for adopting ITSM in Indonesian startups fall under the theme of the effort of change agent and nature of the system, while barriers fall under attributes of innovation and also nature of the system.