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

Mauricio Marrone*, Lutz M. Kolbe

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

52 Citations (Scopus)
88 Downloads (Pure)


Over 45% of companies are estimated to use IT Service Management (ITSM) frameworks, yet, these frameworks can be imitated and hence the competitive advantage gained from these will quickly become obsolete. Therefore, research on the benefits of ITSM must focus on both operational and strategic benefits. An international survey of 441 firms was conducted to examine the benefits that IT Infrastructure Library (ITIL), the de-facto ITSM framework, provided to the IT organizations. The research focused on how (1) operational benefits, and, (2) strategic positioning of the IT organizations, specifically how the perceived level of Business-IT alignment maturity evolved as the adoption of ITIL increased. Results indicate that as the adoption of ITIL increased, the number of realized operational benefits increased, as well as the levels of maturity of the Business-IT alignment. This indicates that the further the implementation of ITIL the greater the operational and strategic benefits to the organization. Implications for practitioners and researchers are also discussed.

Original languageEnglish
Pages (from-to)363-380
Number of pages18
JournalInformation Systems and e-Business Management
Issue number3
Publication statusPublished - Sept 2011
Externally publishedYes

Bibliographical note

Copyright the Author(s) 2010. Version archived for private and non-commercial use with the permission of the author/s and according to publisher conditions. For further rights please contact the publisher.
Erratum can be found in Information Systems and e-Business Management, Volume 9(3), 381-382, http://dx.doi.org/10.1007/s10257-010-0163-z


  • BPM
  • business process management
  • business-IT alignment
  • IT infrastructure library
  • ITIL


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