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Due to enhanced focus on the customer in the planning, development and delivery of information services, IT service management has become increasingly important. These days IT management is focussing particularly on the de facto standard ITIL (IT Infrastructure Library) for implementing IT service management. In doing this, deficits of the ITIL reference model are often being overlooked, the benefits are merely assumed and misunderstandings spread. This results in uncertainties, unfulfilled expectations and problems in the execution of ITIL transformation projects. Against this background the article critically assesses the ITIL reference model. A formal analysis of the model on the basis of established criteria according to the principles for proper modelling is undertaken and implications for IT management are deduced from this. Four case studies of ITIL transformation projects conducted for this purpose, as well as an analysis of the ITIL documents, serve as basis for the assessment.
Date of Conference: 29 March-1 April 2005