Department of Management

The culture of ITIL: Values and implementation challenges

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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.

Original languageEnglish
JournalInformation Systems Management
Pages (from-to)49-61
Number of pages13
Publication statusPublished - 2018

    Research areas

  • ITIL, organizational culture, process improvement, standards

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ID: 143918021