Company M has tried to adopt self-service information technologies (SSIT) since 2017. The adoption of SSIT within Company M has been slow. However, the adoption of SSIT in the departments whose performance deteriorated under the influence of COVID-19 has been activated since mid-2020. This study analyzes the case of Company M and explains why the adoption of SSIT in some departments has been activated under the COVID-19 using the prospect theory. The employees of the departments whose performance became worse got into the loss domain and tried to adopt SSIT actively by loss aversion and risk taking tendency. On the other hand, the employees of the department whose performance were as expected got into the gain domain and tried to pursue the existing KPI rather than the new KPI for SSIT by the certainty effect and risk aversion tendency. For the successful adoption of SSIT, the compensation for the adoption of SSIT should be upgraded to overcome the risk aversion of employees. The training and support for SSIT should be strengthened to reduce the innovation resistance by enhancing the likelihood of attaining the KPI for SSIT. The KPI of related employees may be temporarily integrated into the KPI for SSIT to promote the adoption of SSIT.