This paper examines the adoption and implementation of the Information Technology Infrastructure Library (ITIL). Specifically, interviews with a CIO, as well as literature from the ITIL Official site and from the practitioner’s journals are consulted in order to determine whether the best practices contained in the ITIL framework may improve the management of information technology (IT) services, as well as assist in promoting the alignment of Business and the IT Function within the organization. A conceptual model is proposed which proposes a two-way relationship between IT and the provision of IT Services, with ITIL positioned as an intervening variable.
Duffy, Kevin P. and Denison, Barbara B., "Using ITIL to Improve IT Services" (2008). AMCIS 2008 Proceedings. 3.