The Research of Buliding Enterprise Dynamic Capability through ITIL
Date Issued
2008
Date
2008
Author(s)
Hung, Shih-Feng
Abstract
ITIL (Information Technology Infrastructure Library) has been announced as the ISO 20000 by International Organization for Standardization. ITIL is regarded as a complementary asset for IT investment. Through ITIL, enterprises will builde IT management processes to link and integrate internal and external IT resources. And these processes will enhance the enterprises to leverage IT resources. Many famous enterprises have viewed ITIL as essential IT infrastructure and advanced ITIL for a period of time, such as Microsoft, IBM, HP, HSBC and P&G etc. It shows that more and more IT-depedence enterprises put emphasis on ITIL. However, under the rapid-changing environment, enterprises should develope the capability to catch the demand of market and customers. And trying to absorb, utilize and transform the information into practical operations. Then, enterprises will build operational routines suitable to their own experience and history progressively. Through these processes, enterprises reconfigure resources and competences to face the dynamic environment and create competitive advantages. Therefore, the discussion of how ITIL version 3 implements the above-mentioned processes becomes an important issue. The purpose of this research is to understand how ITIL assists enterprises to reconfigure their resources and competences under the dynamic environment from the dynamic capability view. From many literatures’ viewpoints, the research defines ITIL as the ”IT Leveraging Competence” and attempts to establish the model between ITIL and dynamic capability and also develops the measurement questionnaires of ITIL to help analyze accuracy of the model. Using Partial Least Square with data collected from itSMF, it shows that there exist positive relationships between ITIL cores and dynamic capability. When enterprises understand these relationships, they will achieve the capability to face the rapid-changing environment by focusing on what they are short of and complement the lack accordingly.
Subjects
Dynamic Capability
IT Leveraging Competence
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ntu-97-R95725002-1.pdf
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