Proceedings of SIGSVC Workshop
The usage of IT Service Management frameworks such as ITIL has been on the rise. While there has been some research into the benefits that these frameworks provide, there has been no theoretical basis explaining why companies achieve these benefits. Taking a Knowledge-Based View of the firm provides an understanding of why organizations are able to create knowledge when implementing the frameworks. This research helps illustrate how IT Service Management frameworks can help in the knowledge integration process. Implications for practitioners and researchers are also discussed.
Marrone, Mauricio, " Searching for Mechanisms of Knowledge Integration in IT Operational Frameworks: The Case of ITIL" (2010). All Sprouts Content. 419.