Uncovering ITIL claims: IT executives’ perception on benefits and Business-IT alignment

Avison D, Jones J, Powell P, Wilson D (2004) Using and validating the strategic alignment model. J Strateg Inform Syst 13(3):223–246. doi: 10.1016/j.jsis.2004.08.002

Banker RD, Chang H, Janakiraman SN, Konstans C (2004) A balanced scorecard analysis of performance metrics. Eur J Oper Res 154:423–436. doi: 10.1016/S0377-2217(03)00179-6

Boynton A, Zmud R, Jacobs G (1994) The Influence of IT management practice on IT use in large organizations. Manage Inform Syst Q 18:14. doi: 10.2307/249620

Brenner M (2006) Classifying ITIL processes. In: Proceedings of the first IEEE/IFIP international workshop on business-driven IT management (BDIM 2006)

Cater-Steel A, Toleman M, Tan WG (2006) Transforming IT service management–the ITIL impact. In: 17th Australasian conference on information systems, Adelaide, Australia

Cater-Steel A, Tan WG, Toleman M (2008) itSMF Australia 2007 conference: summary of ITSM standards and frameworks survey responses

Cervone F (2008) ITIL: a framework for managing digital library services. OCLC Syst Serv 24:87–90. doi: 10.1108/10650750810875430

Conger S, Winniford MA, Erickson-Harris L (2008) Service management in operations. In: Proceedings of the fourteenth Americas conference on information systems (AMCIS), Canada

Das S, Zahra S, Warkentin M (1991) Integrating the content and process of strategic MIS planning with competitive strategy. Decis Sci 22(5):953–984

Fimbel E (2007) Alignement stratégique: synchroniser les systèmes d’information avec les trajectoires et manoeuvres des entreprises. Pearson Education France

Galup SD, Dattero R, Quan JJ, Conger S (2009) An overview of IT service management. Commun ACM 52:124–127. doi: 10.1145/1506409.1506439

Hayes RH, Pisano GP (1994) Beyond world-class: the new manufacturing strategy. Harvard Bus Rev 72:77–86

Henderson JC, Venkatraman N, Oldach S (1996) Aligning business and IT strategies. Competing in the information age: strategic alignment in practice. Oxford University Press, USA, pp 21–42

Hochstein A, Tamm G, Brenner W (2005) Service-oriented IT management: benefit, cost and success factors. In: Proceedings of the thirteenth European conference on information systems, Regensburg

Hubiak WA, O’Donnell SJ (1996) Do Americans have their minds set against TQM? Nat Prod Rev 15:19–32

IT Governance Institute (2008) IT governance global status report 2008. Available at: http://www.isaca.org/ [Accessed July 30, 2008]

Kaplan RS, Norton DP (1996) Using the balanced scorecard as a strategic management system. Harvard Bus Rev 74:75–87

Kashanchi R, Toland J (2006) Can ITIL contribute to IT/business alignment? An initial investigation. Wirtschaftsinformatik 48:340–348. doi: 10.1007/s11576-006-0079-x

Luftman JN (2001) Assessing business-IT alignment maturity. Strateg Inform Technol 6:105–134

Luftman J (2003) Assessing business-IT alignment maturity. In: Van Grembergen W (ed) Strategies for information technology governance. IGI Global, pp 99–128

Luftman JN, Lewis PR, Oldach SH (1993) Transforming the enterprise: the alignment of business and information technology strategies. IBM Syst J 32:198–221

Luftman JN, Kempaiah R, Rigoni EH (2009) Key issues for IT executives 2008. Manage Inform Syst Q Execut 8(3):151–159

Marrone M, Kießling M, Kolbe LM (2010) Are we really innovating? An exploratory study on innovation management and service management. In: IEEE international conference on innovation and technology, Singapore

Neely A, Mills J, Platts K, Gregory M, Richards H (1994) Realizing Strategy through Measurement. Int J Oper Prod Manage 14:140. doi: 10.1108/01443579410058603

Porter ME (1996) What is strategy? Harvard Bus Rev 74:61–78

Potgieter BC, Botha JH, Lew C (2005) Evidence that use of the ITIL framework is effective. In: 18th Annual conference of the national advisory committee on computing qualifications, Tauranga, NZ

Reich BH, Benbasat I (2000) Factors that influence the social dimension of alignment between business and information technology objectives. Manage Inform Syst Q 24(1):81–113. doi: 10.2307/3250980

Rosenthal DR (1991) Meta-analytic procedures for social research revised. Sage Publications Inc, London

Sabherwal R, Chan YE (2001) Alignment between business and IS strategies: a study of prospectors, analyzers, and defenders. Inform Syst Res 12:11. doi: 10.1287/isre.12.1.11.9714

Spremic M, Zmirak Z, Kraljevic K (2008) IT and business process performance management: case study of ITIL implementation in finance service industry. In: 30th international conference of information technology interfaces, Croatia

Tallon PP, Kraemer KL, Gurbaxani V (2000) Executives’ perceptions of the business value of information technology: a process-oriented approach. J Manage Inform Syst 16(4):145–173

van Bon J et al (2007) Foundations of IT service management based on ITIL V3: an introduction. Van Haren Publishing, Netherlands

Venkatraman N, Ramanujam V (1987) Measurement of business economic performance: an examination of method convergence. J Manage 13(1):109. doi: 10.1177/014920638701300109

Winniford M, Conger S, Erickson-Harris L (2009) Confusion in the ranks: IT service management practice and terminology. Inform Syst Manage 26(2):153–163. doi: 10.1080/10580530902797532

Young CM (2004) An introduction to IT service management. Gartner Res, pp 1–6

Zarnekow R, Hochstein A, Brenner W (2005) Service-orientiertes IT-management: ITIL-best-practices und Fallstudien. Springer