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ITIL Compliance with a Service Perspective: a Review Based on Service-Dominant Logic
University of Borås, Faculty of Librarianship, Information, Education and IT. (InnovationLab)ORCID iD: 0000-0002-1452-4206
University of Borås, Faculty of Librarianship, Information, Education and IT. (InnovationLab)
2016 (English)Conference paper, Published paper (Refereed)
Abstract [en]

Information technology implementation continues to be a challenging process for many organisations and one of the challenges is the transition to service orientation. To apply a service perspective is not a minor change of attitude; it is a paradigm shift for the whole IT sector. Providers of IT services can no longer afford to focus on solving technical problems, they now have to consider the quality of the services and focus on the relationship with customers. The purpose of this paper is to examine how the popular ITIL frameworks comply with a service perspective. We have used service-dominant logic as an analysis model to find out how ITIL corresponds to a service perspective. The findings show that while ITIL highly corresponds to the service perspective in some aspects it fails in others, such as recognising the customers as value co-creators and that products are a distribution mechanism for services.

Place, publisher, year, edition, pages
2016.
Keyword [en]
ITIL, service-dominant logic, IT service management, service orientation, value co-creation.
National Category
Computer and Information Sciences Information Systems
Research subject
Bussiness and IT
Identifiers
URN: urn:nbn:se:hb:diva-11336OAI: oai:DiVA.org:hb-11336DiVA: diva2:1055077
Conference
Australasian Conference on Information Systems, Wollongong, 5-7 December, 2016
Funder
Knowledge Foundation
Available from: 2016-12-11 Created: 2016-12-11 Last updated: 2018-01-13Bibliographically approved

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fulltext(242 kB)198 downloads
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Type fulltextMimetype application/pdf

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Cronholm, StefanGöbel, Hannes

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CiteExportLink to record
Permanent link

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Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
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  • asciidoc
  • rtf