ITIL Compliance with a Service Perspective: a Review Based on Service-Dominant Logic

Abstract: 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.