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2. The culture of ITIL: Values and implementation challenges

Author

Sune Dueholm Müller and Christian G de Lichtenberg

Subjects
Engineering, ITIL, organizational culture, business.industry, 05 social sciences, Process improvement, Organizational culture, 020207 software engineering, 02 engineering and technology, Library and Information Sciences, Computer Science Applications, Information Technology Infrastructure Library, Engineering management, process improvement, 0502 economics and business, standards, 0202 electrical engineering, electronic engineering, information engineering, business, 050203 business & management, Information Systems
Abstract

The article reports on Information Technology Infrastructure Library (ITIL) implementation in Maersk Oil. We analyze the values embedded in ITIL, compare them to Maersk Oil’s organizational culture, identify implementation challenges, and discuss how to manage these. The contribution of the article is as follows: (1) it identifies the values underlying ITIL, (2) discusses how to overcome cultural incongruence through business process implementation, and (3) highlights implications for managers trying to improve processes through the use of quality management standards and process models.

Published
2017
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