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IT Service Management: The Alignment of ITIL® Practitioner Guidance with Service-Dominant Logic
University of Borås, Faculty of Librarianship, Information, Education and IT. (InnovationLab)ORCID iD: 0000-0002-1452-4206
Axelos.
University of Borås, Faculty of Librarianship, Information, Education and IT.
Axelos.
Show others and affiliations
2017 (English)Conference paper, Published paper (Refereed)
Abstract [en]

The application of a service-oriented perspective in the IT sector has become the paradigm, making managers highly aware of the importance of being service oriented and customer focused. In the IT sector, a service-oriented perspective is encompassed in the widespread field of IT Service Management (ITSM). However, while ITSM practitioners are, to a certain degree, becoming aware of the benefits of the contemporary Service-Dominant Logic perspective, the primary market view still adheres to Goods-Dominant Logic. The majority of IT organisations around the globe rely on the ITSM framework ITIL in order to adopt and adapt a service perspective. The purpose of this paper is to examine how the ITIL® Practitioner Guidance (the latest ITIL book) aligns with Service-Dominant Logic. The paper discusses findings in relation to four codes: Definition of service, The role of the service provider, Value and value propositions, and Co-creation.

Place, publisher, year, edition, pages
2017.
Keyword [en]
IT Service Management, ITIL, Service-Dominant Logic, service orientation, IT service, value co-creation
National Category
Information Systems
Research subject
Business and IT
Identifiers
URN: urn:nbn:se:hb:diva-13293OAI: oai:DiVA.org:hb-13293DiVA, id: diva2:1169952
Conference
The 28th Australasian Conference on Information Systems, Hobart Australia, December 4-6, 2017
Funder
Knowledge Foundation
Available from: 2018-01-01 Created: 2018-01-01 Last updated: 2018-01-13Bibliographically approved

Open Access in DiVA

ITIL Practitioner vs Service Dominant Logic(280 kB)34 downloads
File information
File name FULLTEXT01.pdfFile size 280 kBChecksum SHA-512
7018b6d0e3fe7ae7634643fe34c5a78a44254e42d6adc301b35d620f655efd356b27828c0f17b3d7fd86aeae1df8ef2388bbdef3c33a2706f1b4de158a176041
Type fulltextMimetype application/pdf

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Cronholm, StefanGöbel, Hannes
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CiteExportLink to record
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Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
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  • nn-NO
  • nn-NB
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  • Other locale
More languages
Output format
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