Measurement of service effectiveness and establishment of baselines
WSEAS Transactions on Information Science and Applications
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In this paper, two distinct approaches to addressing the question what is the impact of IT on firm success, the resource based view (RBV) and information management, are incorporated. Both approaches provide valuable insights into how to use IT but have so far been rather independent of each other. While the RBV has provided valuable findings regarding the deployment of IT, at the same time lacking concrete practical applicability, the information management literature has suggested broadly accepted best practice frameworks like the IT Infrastructure Library (ITIL) evolved that lack theoretical grounding. This paper aims to link both approaches to make the RBV more applicable to practical problems and to inject theoretical grounding into ITIL thereby enhancing its value for managers. Employing a single case study approach, it is shown that ITIL can be theoretically based on the notion of resource-based learning loops and routines. Furthermore, it is indicated how parts of RBV insights can be applied to a practical problem.