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IT Service Manageme...
IT Service Management : The Alignment of ITIL® Practitioner Guidance with Service-Dominant Logic
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- Cronholm, Stefan (author)
- Högskolan i Borås,Akademin för bibliotek, information, pedagogik och IT,InnovationLab
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- Karu, Kaimar (author)
- Axelos
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- Göbel, Hannes, 1976- (author)
- Högskolan i Borås,Akademin för bibliotek, information, pedagogik och IT
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- Hearsum, Philip (author)
- Axelos
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- Hero, Philip (author)
- Support Services Institute
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(creator_code:org_t)
- 2017
- 2017
- English.
- Related links:
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https://hb.diva-port... (primary) (Raw object)
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https://urn.kb.se/re...
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Abstract
Subject headings
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- 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.
Subject headings
- NATURVETENSKAP -- Data- och informationsvetenskap -- Systemvetenskap, informationssystem och informatik (hsv//swe)
- NATURAL SCIENCES -- Computer and Information Sciences -- Information Systems (hsv//eng)
Keyword
- IT Service Management
- ITIL
- Service-Dominant Logic
- service orientation
- IT service
- value co-creation
- Handel och IT
- Business and IT
Publication and Content Type
- ref (subject category)
- kon (subject category)
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