Marrone, Mauricio; Kolbe, Lutz - In: Business & Information Systems Engineering 3 (2011) 1, pp. 5-18
firms was conducted to assess the benefits of the IT Infrastructure Library (ITIL), the de-facto ITSM framework …Over 90 percent of companies are estimated to use IT Service Management (ITSM) frameworks, yet there is little research …, specifically on how these benefits evolve as companies increase their adoption of the ITIL model. Also studied are the perception …